Head of Member Support

ABOUT THE TEAM

Our Support team is available 24/7, providing members with personalized assistance from our experts. We actively collect feedback to create user-friendly technology and serve as the voice of our members. Our support is accessible through social media, phone, in-app messaging, and email.

ABOUT THE ROLE

As the Head of Member Support, you will play a pivotal role in shaping and scaling Tide s customer operations to deliver world-class support for our growing member base. This is an exciting opportunity to lead a critical function, ensuring operational excellence, strategic alignment, and customer-centric innovation as we expand across Europe.

• Drive European Expansion: Ensure operational scalability in European markets by effectively utilising current resources and aligning country launches with Tides mission.
• Align Strategy and Execution: Integrate Member Support operational and product strategies with broader company goals, ensuring timely delivery of roadmap initiatives and key business outcomes.
• Ensure Sustainable Growth: Review and improve key unit economics for cost-effective scaling of support operations as the cross-country member base grows.
• Elevate Performance Metrics: Maintain and enhance crucial KPIs (First Response Time, Rate, Phone Pickup, SLA, CSAT, NPS) to meet local and global targets.
• Develop Operational Strategies: Define Customer Operations strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Shape Strategic Vision: Contribute insights and analysis for organisational strategic plans by outlining user requirements, technical specifications, and standards for production, productivity, quality, and service.
• Build and Lead Top-Tier Teams: Recruit and retain exceptional customer support teams, offering direct and indirect leadership for daily tasks and long-term goals.
• Optimise Customer Operations: Monitor, analyse, and audit performance, resolving team challenges. Create action plans for improvement and oversee implementation and QA.
• Uphold Financial Objectives: Meet call center financial targets by forecasting staffing and tool needs, crafting quarterly budgets, analyzing variances, and taking corrective action where necessary.
• Establish Performance Frameworks: Design actionable measurement tools to gauge the effectiveness of day-to-day processes for internal and external stakeholders.

WHAT ARE WE LOOKING FOR

Tide is seeking an exceptional leader with a passion for delivering transformative customer experiences.

• Leadership Experience: 10+ years in customer operations, preferably in fintech or fast-growing scale-ups.
• Strategic & Hands-On: Proven ability to design and execute customer-centric strategies at scale.
• Customer Focus: Deep commitment to enhancing customer experiences at every touchpoint.
• Inspiring Leader: Skilled at building and motivating world-class teams with a culture of empowerment and accountability.
• Data-Driven: Strong analytical mindset with expertise in using data and feedback to drive improvements.
• CRM Expertise: Advanced knowledge of platforms like Zendesk, Kustomer, Freshdesk, or equivalent.
• Agility & Innovation: Thrives in fast-paced environments, delivering creative, data-backed solutions.

WHAT YOU WILL GET IN RETURN

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.