Head of Member Support

Summary

Join Tide as the Head of Member Support and play a pivotal role in shaping and scaling customer operations to deliver world-class support for our growing member base. Lead a critical function, ensuring operational excellence, strategic alignment, and customer-centric innovation as we expand across Europe. Drive European expansion, align strategy and execution with company goals, ensure sustainable growth by improving key unit economics, and elevate performance metrics. Develop operational strategies, shape strategic vision, build and lead top-tier teams, optimize customer operations, and uphold financial objectives. Establish performance frameworks to gauge the effectiveness of day-to-day processes. This is an exciting opportunity to lead a critical function within a rapidly growing fintech company.

Requirements

• Leadership Experience: 10+ years in customer operations, preferably in fintech or fast-growing scale-ups
• Strategic & Hands-On: Proven ability to design and execute customer-centric strategies at scale
• Customer Focus: Deep commitment to enhancing customer experiences at every touchpoint
• Inspiring Leader: Skilled at building and motivating world-class teams with a culture of empowerment and accountability
• Data-Driven: Strong analytical mindset with expertise in using data and feedback to drive improvements
• CRM Expertise: Advanced knowledge of platforms like Zendesk, Kustomer, Freshdesk, or equivalent
• Agility & Innovation: Thrives in fast-paced environments, delivering creative, data-backed solutions

Responsibilities

• Drive European Expansion: Ensure operational scalability in European markets by effectively utilising current resources and aligning country launches with Tide's mission
• Align Strategy and Execution: Integrate Member Support operational and product strategies with broader company goals, ensuring timely delivery of roadmap initiatives and key business outcomes
• Ensure Sustainable Growth: Review and improve key unit economics for cost-effective scaling of support operations as the cross-country member base grows
• Elevate Performance Metrics: Maintain and enhance crucial KPIs (First Response Time, Rate, Phone Pickup, SLA, CSAT, NPS) to meet local and global targets
• Develop Operational Strategies: Define Customer Operations strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Shape Strategic Vision: Contribute insights and analysis for organisational strategic plans by outlining user requirements, technical specifications, and standards for production, productivity, quality, and service
• Build and Lead Top-Tier Teams: Recruit and retain exceptional customer support teams, offering direct and indirect leadership for daily tasks and long-term goals
• Optimise Customer Operations: Monitor, analyse, and audit performance, resolving team challenges. Create action plans for improvement and oversee implementation and QA
• Uphold Financial Objectives: Meet call center financial targets by forecasting staffing and tool needs, crafting quarterly budgets, analyzing variances, and taking corrective action where necessary
• Establish Performance Frameworks: Design actionable measurement tools to gauge the effectiveness of day-to-day processes for internal and external stakeholders

Benefits

• 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