Member Support Manager

ABOUT THE ROLE:

Our Member Support team is dedicated to providing exceptional, personalized assistance to our members. We work 24/7, using multiple channels such as social

media, phone, in-app, and email, to ensure our members' needs are met. In addition to offering top-tier customer support, we gather feedback to help shape the

development of user-friendly technology that makes running a small business easier.

As the Manager of Member Support, you will play a crucial role in driving Tide's growth and operational excellence in India. You will be responsible for scaling operations efficiently, ensuring that our support functions align with business objectives, and maintaining a strong focus on customer satisfaction.

Some of the things youll be doing:

Key Responsibilities:

Drive Indian Expansion: Ensure operational scalability in the Indian market, leveraging existing resources and aligning Tides expansion plans with our mission and goals.

Align Strategy and Execution: Integrate member support strategies with broader business objectives, ensuring timely delivery of key initiatives and business outcomes.

Ensure Sustainable Growth: Continuously improve key metrics and operational efficiencies, scaling support operations cost-effectively as the

member base grows across regions.

Enhance Performance Metrics: Oversee key performance indicators (KPIs) such as First Response Time, SLA, CSAT, NPS, and Phone Pickup to ensure

they meet both local and global targets.

Operational Strategy Development: Define and execute call center strategies, including capacity planning, performance reviews, and cost/benefit analysis.

Shape Strategic Vision: Contribute valuable insights into organizational strategy, ensuring user requirements, technical specifications, and quality standards are aligned with operational goals.

Build and Lead High-Performing Teams: Hire and retain exceptional customer support talent while providing both day-to-day leadership and long-term direction. Optimize Call Center Operations: Monitor, analyze, and audit team performance, resolve challenges, and implement improvement plans. Uphold Financial Targets: Manage budget forecasting, staffing, and tool needs while ensuring adherence to financial objectives.

Establish Performance Frameworks: Create measurement tools to track and improve support operations, ensuring efficiency for both internal and external stakeholders. Champion Quality Assurance: Lead and refine the quality assurance processes, ensuring that every interaction upholds the highest standards of service.

Develop strategies to improve overall customer satisfaction and ensure timely resolution of member queries. Collaborate across departments to resolve complex customer complaints andimprove the overall support experience.

WHAT WE ARE LOOKING FOR:

You must have 8 to11 years in leadership roles within the financial services industry, with a focus on customer support and contact center operations in fast-paced fintech environments.

You have a bachelor's degree in Technology (B.Tech) + MBA, preferably from a Tier-A institute. You have proven success in managing large teams and achieving high levels of customer satisfaction (CSAT).

You have ability to inspire and lead cross-functional teams, driving performance and creating a culture of growth and empowerment.

You have deep commitment to delivering exceptional customer experiences and improving satisfaction at every touchpoint.

You have strong analytical skills, with the ability to leverage data and customer feedback to identify opportunities for process optimization.

You have proficiency with major CRM platforms to drive operational excellence.

You are comfortable in fast-paced environments where data-driven decision-making propels new initiatives for outstanding customer experiences.