Team Lead, Financial Services, Member Support

About Tide

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About The Role

As a Financial Services Team Lead, exceptional communication skills are essential, as the role involves regular interaction with the team and other stakeholders. You should be able to empathise with Tideans, actively listen to their concerns, and proactively resolve issues. You must be highly motivated, with a positive attitude and a willingness to go the extra mile to provide exceptional support. Additionally, strong analytical skills are necessary, as the role involves identifying opportunities for growth and improving customer experience. Overall, successful candidates will be passionate about helping businesses succeed and dedicated to providing outstanding support to the team and the customers.

As a Financial Services Team Lead you’ll be doing: 

• Management of agents and all aspects related to that task - assisting them with difficult cases and providing guidance where necessary. 
• Assigning tasks including daily organisation of the workload.
• Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide. 
• Reporting, analysing data, spotting patterns, improving processes and work practices. 
• Schedule creation and organisation, a variety of planning tasks.
• Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal. 
• Participation in the recruitment process and acquisition of new staff in Member Support.
• Assistance with escalated queries from members which require a more hands on approach and attention to detail. 
• Working with Business areas and gathering data for product feedback

What Are We Looking For

• You have excellent spoken and written English skills
• You are able to use industry tools like Kustomer, GSuite, Jira, Looker
• You have significant team management, leadership or coaching experience 
• You have passion for problem-solving and finding solutions to difficult situations
• You are a leader who takes control and has a strong focus towards customer satisfaction
• You have strong organisational skills
• You have experience working in customer service for the finance industry

What You Will Get In Return

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget 
• Additional health & dental insurance
• Mental wellbeing platform 
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance

Tide Is A Place For Everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

  Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide.co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.
• If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
• Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.