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Member Support Team Lead - Night Shifts

Who are Tide:

As any leadership position, Team Leaders at Tide are instrumental in making sure everything runs smoothly from a Member Support perspective. It's an exciting role that will require a jack of all trades approach and a strong ownership mindset. You'll have a dynamic variety of tasks on a day-to-day basis and face challenges that often require a unique solution.

Your main task as the name suggests, will be naturally to lead and manage your team of agents. This aspect would require excellent social skills and solid communication abilities. You will be directly responsible for the performance of your team and the successful completion of their targets. As a start-up, Tide is full of energetic people willing to grow and exceed expectations. Perseverance and hard work are values we strongly believe in. At the same time, this comes with the realization that teamwork and camaraderie are essential. Leadership comes from within - by giving example, providing motivation and unity.

Member Support is the frontline of Tide - this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimize our department and organization as a whole.

Our main mission is to help our members save time and assist them in running their business smoothly. As one team, we act on data to discover, create and deliver what's best for our members. A solid part of this process is reviewing, monitoring and challenging KPI data to identify shortfalls in the service and implement processes for improvement.

What we’re looking for:

As any leadership position, Team Leaders at Tide are instrumental in making sure everything runs smoothly from a Member Support perspective. It's an exciting role that will require a jack of all trades approach and a strong ownership mindset. You'll have a dynamic variety of tasks on a day-to-day basis and face challenges that often require a unique solution.

Your main task as the name suggests, will be naturally to lead and manage your team of agents. This aspect would require excellent social skills and solid communication abilities. You will be directly responsible for the performance of your team and the successful completion of their targets. As a start-up, Tide is full of energetic people willing to grow and exceed expectations. Perseverance and hard work are values we strongly believe in. At the same time, this comes with the realization that teamwork and camaraderie are essential. Leadership comes from within - by giving example, providing motivation and unity.

Member Support is the frontline of Tide - this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimize our department and organization as a whole.

As a Member Support Team Lead you’ll be:

Spotting patterns is second nature to you, and you’re always ready to highlight areas that can be improved

Juggling priorities to ensure that members get the best support experience

Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits

Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks

The shift hours are 12:30 AM-08:30 AM / 02:30 AM-10:30 AM, 5 working days with 2 days off, weekends on rotational basis.

One day per week you will be required to do a day shift 12:30-09:30 PM in order to meet with the rest of the leadership team and work together.

What makes you a great fit:

At least 3 years of experience in leading customer-facing teams, with track record of meeting KPIs

Excellent people skills, people- and result-oriented mind with clear ideas how to grow and develop a team with professionals on different skill levels

Excellent spoken and written English skills

Ability to use industry tools like Kustomer, Zendesk, GSuite, and Jira

You are confident talking with our customers to help them get the most from their current account

Passion for problem-solving and finding solutions to difficult situations

You are always on the lookout for recurring issues and help create new workflows to solve them

Strong organizational skills

At least 2 years of experience working in customer service (preferably in the finance industry)

Excellent computer skills

You have some experience working in startups

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you’ll get:

Competitive salary

Self & Family Health Insurance

Term & Life Insurance

OPD Benefits

Mental wellbeing through Plumm

Learning & Development Budget

WFH Setup allowance

25 Annual leaves

Family & Friendly Leaves

Tidean Ways of Working

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

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 status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

#LI-MV1

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
9 days ago

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