Premium Accounts Associate
Tide is a UK business-banking fintech for small and medium enterprises (tide.co), a Speedinvest portfolio company.
About Tide
Tide is a UK financial-technology company providing business banking and financial services to small and medium enterprises (tide.co). It is a portfolio company of Speedinvest.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide high-touch support to Premium members primarily by phone and also through chat and email. You will manage complex cases, deliver a high-quality member experience, build lasting relationships, share product knowledge, mentor colleagues, improve processes, and work flexible shifts including weekends and holidays.
Requirements
- At least 3 years of experience in premium support account management or client-facing roles
- Strong problem-solving skills
- Near-native or native-level English communication skills
- High attention to detail
- Ability to manage multiple tasks
- Proactive empathetic and professional approach
- Ability to work collaboratively in a high-performance environment
- FinTech SaaS or technology company experience is an asset
- Membership-based services or subscription model experience is an asset
- Analytics or reporting experience is an asset
Responsibilities
- Provide tailored support to Premium members over phone chat and email
- Manage complex and sensitive cases
- Deliver a high-quality member experience
- Build long-term member relationships
- Share expertise and mentor colleagues
- Identify process gaps and improve workflows
- Work flexible shifts including weekends and holidays
Benefits
- Self and family health insurance
- Term and life insurance
- OPD benefits
- Mental wellbeing support through Plumm
- Learning and development budget
- Work-from-home setup allowance
- Family and friendly leaves
