Member Support Lead

About the Team

The Member Support Team at Tide India plays a pivotal role in providing exceptional customer experiences to our members. As part of the customer-centric organization, this team is dedicated to ensuring that every interaction with Tide is smooth, positive, and solution-driven. The team’s core mission is to enhance the overall experience of our members, supporting them across a range of touchpoints, including queries, technical support, and product usage guidance. By deeply understanding our products and technology, the Member Support Team ensures that customers have the best experience possible.

About You:

We are looking for a skilled and experienced Customer Support Lead (GM) to manage large and complex operational teams with fintech experience. This individual will be responsible for developing and executing strategies for exceptional customer experiences, enabled by an understanding of products and technology. You should be passionate, positive, and eager to make a difference, with a natural ability to take ownership of projects and initiatives through to completion as the (GM) Lead of Customer (Member) Experience.

You will be:

• Leading a high-performing customer experience team, fostering a culture of excellence and continuous improvement.
• Establishing metrics and key performance indicators (KPIs) to measure customer satisfaction.
• Owning all customer experience-related policies and procedures, and working with our 2 LOD oversight team to ensure your teams adhere to them.
• Conducting in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences.
• Monitoring customer feedback and sentiment through various channels, including surveys, social media, and online reviews, and using insights to drive enhancements to the customer experience.
• Defining operational forecasting by modeling a headcount plan using predictive analysis.
• Collaborating with the product team to provide user feedback and insights for product enhancements and new feature development.
• Juggling priorities to ensure customers receive the best experience in all their interactions with Tide.
• Working with product and data teams to streamline manual processes and increase automation where possible, always highlighting areas for improvement.
• Managing relationships with key internal and external partners.
• Assisting with strategy for selected large operations vendors, and supporting and guiding operations managers as needed.
• Working closely with Talent and People partners, as well as internal trainers, to ensure continuous recruitment, upskilling, and retention of the best employees.
• Reporting to the Head of Customer (Member) Support, India, and playing a pivotal role in leadership within the wider team.
• Working on optimizing existing processes, as well as exploring new ideas, solutions, and partnerships.
• Staying up-to-date on the latest changes in the fintech industry and regulatory policies, and helping implement changes where appropriate.
• Ensuring that we meet rigorous standards while building efficiency wherever possible.

What makes you a great fit:

• 10 to 15 years of experience in running successful customer experience operations in both voice and non-voice processes with a high NPS.
• A Master’s degree, preferably from a Tier-A institute.
• Experience effectively engaging with Heads or CXOs, delivering impactful presentations, and confidently articulating complex ideas and strategies.
• Experience in driving service operations using digital tools and platforms (CRM, service desk solutions, RPA, chatbots, AI/ML, NLP-based automations).
• Proven leadership and management experience, with the ability to scale operational teams efficiently and effectively.
• A passion for problem-solving and finding solutions to difficult challenges.
• A strong work ethic, good organizational skills, and high productivity.
• A positive attitude and the ability to bring out the best in those around you.

What You’ll Get in Return:

• Competitive salary
• Self & family health insurance
• Term & life insurance
• OPD benefits
• Mental well-being support through Plumm
• Learning & development budget
• WFH setup allowance
• 15 days of privilege leaves
• 12 days of casual leave
• 12 days of sick leave
• 3 paid days off for volunteering or L&D activities
• Stock options

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