Opportunity at
TideCustomer Support Associate - L2
Tide builds financial technology solutions that assist small and medium-sized enterprises in saving time and money through business accounts, banking services, and administrative tools. Serving over…
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About This Role
Tide builds financial technology solutions that assist small and medium-sized enterprises in saving time and money through business accounts, banking services, and administrative tools. Serving over two million members globally, the organization operates across multiple countries including the United Kingdom, India, Germany, and France. A Customer Support Associate - L2 is needed at the technology centre in Hyderabad to provide continuous assistance and guidance to UK business members. This position…
Job Description
Tide builds financial technology solutions that assist small and medium-sized enterprises in saving time and money through business accounts, banking services, and administrative tools. Serving over two million members globally, the organization operates across multiple countries including the United Kingdom, India, Germany, and France. A Customer Support Associate - L2 is needed at the technology centre in Hyderabad to provide continuous assistance and guidance to UK business members.
This position requires managing priorities to deliver second-level support efficiently, utilizing deep product knowledge to resolve complex member inquiries. The ideal candidate enjoys interpersonal communication, possesses an empathetic and proactive mindset, and demonstrates a passion for troubleshooting. Responsibilities include learning brand-new payment processing features, offering feedback to product and operations managers, analyzing data for performance reports, and assisting tier-one colleagues with daily questions. Professionals with a background in customer service within the financial sector who thrive in fast-paced startup or scaleup environments will find this role a strong match.
Responsibilities
- Manage time-sensitive tasks to deliver a level 2 support experience
- Identify and document patterns to suggest product and user experience improvements
- Learn new features designed to streamline payment processing for members and clients
- Provide regular feedback regarding products and operations to managers
- Analyze data and assist with reporting to monitor product and service performance
- Mentor new team members and help with routine back-office duties
- Assist level 1 support staff with answering inquiries
Requirements
- Exceptional written and verbal English communication skills
- Familiarity with industry tools such as ticketing CRMs, GSuite, Jira, and Excel
- Ability to communicate confidently with members via phone, chat, and email
- Experience working in customer service within the finance industry
- Previous experience in startups or scaleups
- Strong organizational skills and accountability for individual workload
Core Skills
Benefits
- Self and family health insurance
- Term and life insurance
- OPD benefits
- Mental wellbeing support through Plumm
- Learning and development budget
- Work-from-home setup allowance
- Family and friendly leaves
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location of this job?
This role is based at Tide's technology centre in Hyderabad.
What is the employment type?
The posting specifies full-time employment.
What salary is offered?
The source posting does not specify a salary for this position.
What experience is required for this role?
Candidates must have customer service experience in the finance industry along with prior experience working in startups or scaleups.
Sample Interview Questions
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