Tide is hiring a
Customer Support Associate - Level 2 KYC Escalations Associate, India

Summary

The job is for a Level 2 KYC Escalations Associate at Tide, a finance and admin platform. The role involves providing round-the-clock support to ensure business compliance and member satisfaction. Key responsibilities include making outbound calls, using various communication channels, juggling priorities, staying updated on general topics supported by the Member Support team, helping members navigate processes, exploring data, and aiding with reporting.

Requirements

• Excellent communication skills
• C1 level of spoken English
• Comfortable using industry tools like Kustomer, GSuite, and Jira
• Confident talking with customers and walking them through difficult situations
• Always on the lookout for recurring issues and help create new workflows to solve them
• Really strong organizational skills
• 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

Responsibilities

• Making outbound calls to customers and collecting required information
• Using chat, phone and email to ensure proper communication
• Juggling priorities to ensure that members get outstanding support experience
• Staying up to date on the general topics supported by the Member Support team
• Helping members understand what is required from them and keeping them updated throughout various stages of investigation
• Exploring data and aiding with reporting in order to track the performance of products and services

Preferred Qualifications

• Experience with KYC is a plus
• At least 1.5 years of experience working in International customer support on inbound or outbound phone line

Benefits

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options
• Enhanced family-friendly leave
• Flexible working - please note you will have to visit the Hyderabad office 4 times a year and during high-level leadership visits. You will be notified about that at least 2 weeks in advance