Customer Support Associate - L2

Tide; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Self & Family Health Insurance

Term & Life Insurance

OPD Benefits

Mental wellbeing via Plumm

Learning & Development Budget

WFH Setup allowance

Family & Friendly Leaves

Job summary

Tide is expanding its Customer Support team to assist UK businesses with Tide’s banking and admin solutions. You will handle Level 2 inquiries, resolve issues across phone, chat, and email, and contribute to product improvements.

The role emphasizes empathy, proactive problem solving, and data-driven feedback to improve member experience. Based in Hyderabad, you’ll work with a global team delivering round-the-clock support, with opportunities to influence workflows and learn about new features

Qualifications

• Proven customer service skills for finance-related products.
• Excellent verbal and written English communication.
• Able to identify and report recurring issues.
• Strong problem solving and workflow optimization abilities.

Responsibilities

• Deliver Level 2 support for UK customers via phone, chat, and email.
• Spot patterns, report product or experience improvements, and create new workflows.
• Learn and adopt new features to streamline payments for members and clients.
• Provide feedback to Product and Operations teams regularly.
• Analyze data and assist with reporting on product performance.
• Support and mentor Level 1 colleagues and assist with back-office tasks.

Skills

English proficiency

Customer service

Problem solving

Multi-channel communication

Tools

Ticketing CRM

G Suite

Jira

Excel

Job description

A BOUT TIDE

At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.

Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs
• Over 2 million members globally and rapidly growing
• Over $300 million raised in funding
• 3,000 Tideans globally
• Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

ABOUT THE TEAM

As a Customer Support Associate, you will be helping businesses all across the UK to become success stories. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member issues. You will play a crucial part in helping Tide expand by providing round-the-clock support every day of the year. As part of the Customer Support team, you will build on the relationship with members who use our products to grow their business further. You will gain valuable insight into their needs as well as recognize opportunities.

ABOUT THE ROLE

• Juggling priorities to ensure that members get a level 2 support experience - means time is of the essence, and detailed product knowledge is vital.
• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience.
• Getting to grips with brand new features which will streamline payment processing for members and their clients.
• Delivering valuable feedback to Product and Operations Managers on a consistent basis.
• Exploring data and aiding with reporting to track the performance of products and services.
• Helping demonstrate your values to new team members, supporting them with your wisdom and experience, and assisting with everyday back-office tasks.
• Being ready to assist all Level 1 colleagues when they have queries

WHAT MAKES YOU A GREAT FIT

• You have exceptional spoken and written English skills.
• You are comfortable using industry tools like ticketing CRMs, GSuite, Jira, and Excel.
• You are confident talking with our members (over all channels - phone, chat, email) to help them get the most from their business current accounts and products and suggest others that they might benefit from.
• You enjoy finding innovative ways to solve complex problems.
• You are always on the lookout for recurring issues and help create new workflows to solve them.
• You have excellent organisational skills and take responsibility for your workload.
• You have experience working in Customer Service for the finance industry.
• You have some experience working in startups/scaleups.

WHAT YOU'LL GET IN RETURN

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• Family & Friendly Leaves

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.