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Tide is a fintech platform transforming small business banking across the UK, India, Germany, and France. With over 2 million members and $300M+ in funding, Tide offers business accounts, invoicing, accounting, and administrative solutions designed specifically for SMEs.
As a Premium Accounts Associate, you'll deliver high-touch, personalized support to Tide's most valued Premium members. This is not a standard customer service role—you'll function as a trusted advisor and dedicated account manager, ensuring exceptional experiences at every interaction.
Key responsibilities include:
- Provide premium-level support primarily via phone, with chat and email support as needed
- Manage complex, sensitive cases with ownership and a solutions-first approach
- Build long-term relationships by demonstrating deep product knowledge and anticipating member needs
- Deliver 5-star experiences measured by CSAT, TPH, and QA metrics
- Mentor colleagues and share expertise with new team members
- Contribute to continuous improvement of Premium processes through feedback and insights
- Work flexible shifts including weekends and holidays while maintaining top performance
- Stay aligned with industry trends to reinforce Premium as a supreme-class service offering
You'll need minimum 3 years in premium support, account management, or client-facing roles where service excellence was a priority. Strong problem-solving skills, exceptional written and verbal communication (near-native English), and high attention to detail are essential. A proactive, empathetic, and professional attitude is required.
Assets include fintech/SaaS background, membership or subscription model experience, and exposure to analytics or reporting. You'll work in an elite, high-performing team with opportunities for growth through dedicated training, coaching, and leadership development.
