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Tide is a fintech platform serving over 2 million SMEs globally with business banking, invoicing, and accounting solutions. The company operates across the UK, India, Germany, and France with 2,800+ employees and has raised over $300 million in funding.
As a Customer Support Associate - L2, you will provide second-level support to UK-based business members, handling complex inquiries that escalate from Level 1 support. Your responsibilities include:
- Managing priority support tickets with emphasis on speed and detailed product knowledge
- Identifying patterns in member issues and recommending product/experience improvements
- Learning and supporting new features that streamline payment processing
- Providing structured feedback to Product and Operations teams
- Analyzing data and contributing to performance reporting on products and services
- Mentoring Level 1 support colleagues and assisting with back-office tasks
- Supporting Level 1 team members with complex queries
You will work across multiple channels (phone, chat, email) to resolve member issues and identify upsell opportunities. The role requires strong communication skills, proficiency with CRM ticketing systems, GSuite, Jira, and Excel. Prior experience in financial services customer support and startup/scaleup environments is preferred. You'll be part of a Great Place to Work-certified organization recognized among India's Top 50 Best Workplaces in Banking and Financial Services.
