General Manager Customer Support

Internal Job Title: Member Support Lead

About Tide

At Tide, we are building a finance platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, along with a comprehensive suite of connected administrative toolsfrom invoicing to accounting.

Since launching in 2017, Tide has grown rapidly and now serves over 1 million small businesses across the UK, India, and Germany. With our headquarters in central London, and offices in Sofia, Hyderabad, Delhi, Berlin, and Belgrade, we employ over 1,800 people worldwide.

As we continue to grow and expand into new markets, we are always on the lookout for passionate and driven individuals to join us. Come be part of our mission to empower small businesses and help them save time and money.

About the Team

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.

About the Role

As the Lead 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.

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.

Additionally, you will:

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

Desired Candidate Profile

• Experience: 10-15 years in leadership roles within the financial services industry, with a focus on customer support and contact center operations in fast-paced fintech environments.
• Education: A Bachelor's degree in Technology (B.Tech) + MBA, preferably from a Tier-A institute.
• Track Record: Proven success in managing large teams and achieving high levels of customer satisfaction (CSAT).
• Leadership: Ability to inspire and lead cross-functional teams, driving performance and creating a culture of growth and empowerment.
• Customer-Centric: Deep commitment to delivering exceptional customer experiences and improving satisfaction at every touchpoint.
• Data-Driven: Strong analytical skills, with the ability to leverage data and customer feedback to identify opportunities for process optimization.
• CRM Expertise: Proficiency with major CRM platforms to drive operational excellence.
• Agility & Innovation: Comfortable in fast-paced environments where data-driven decision-making propels new initiatives for outstanding customer experiences.

What Youll Get in Return

• Competitive salary
• Self & family health insurance
• Term & life insurance
• OPD benefits
• Mental wellbeing support via Plumm
• Learning & development budget
• Work-from-home setup allowance
• Generous leave policy including privilege, casual, and sick days
• 3 paid days off for volunteering or learning activities
• Stock options

Tide is a Place for Everyone

We believe that diversity is key to our success. Our team is made up of individuals from a variety of backgrounds, experiences, and perspectives. We encourage candidates from all walks of life to apply, regardless of ethnicity, religion, gender identity, sexual orientation, disability status, or any other characteristic. We foster an inclusive and transparent environment where everyone’s voice is heard, and diverse ideas help us create products that meet the needs of our global member base.

At Tide, we are One Team, and together we make the difference!