Business Services Team Lead

ABOUT THE TEAM

As a Business Services Team Lead, exceptional communication skills are essential, as the role involves regular interaction with the team and other stakeholders. You should be able to empathise with Tideans, actively listen to their concerns, and proactively resolve issues. You must be highly motivated, with a positive attitude and a willingness to go the extra mile to provide exceptional support. Additionally, strong analytical skills are necessary, as the role involves identifying opportunities for growth and improving customer experience. Overall, successful candidates will be passionate about helping businesses succeed and dedicated to providing outstanding support to the team and the customers.

ABOUT THE ROLE

• Management of agents and all aspects related to that task - assisting them with difficult cases and providing guidance where necessary. 
• Assigning tasks including daily organisation of the workload.
• Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide. 
• Reporting, analysing data, spotting patterns, improving processes and work practices. 
• Schedule creation and organisation, a variety of planning tasks.
• Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal. 
• Participation in the recruitment process and acquisition of new staff in Member Support.
• Assistance with escalated queries from members which require a more hands on approach and attention to detail. 
• Working with Business areas and gathering data for product feedback

WHAT MAKES YOU GREAT FIT

• At least 1 year of experience in Customer Support team lead role
• You have excellent spoken and written English skills
• You are able to use industry tools like Kustomer, GSuite, Jira, Looker
• You have significant team management, leadership or coaching experience 
• You have passion for problem-solving and finding solutions to difficult situations
• You are a leader who takes control and has a strong focus towards customer satisfaction
• You have strong organisational skills
• You have experience working in customer service for the finance industry

WHAT YOU WILL GET IN RETURN

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

• 25 days paid leave
• Additional health and dental insurance
• We invest in your development with a 40k INR professional L&D budget per year and up to 3 L&D paid days off
• Snacks, light food, drinks in the office
• 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.

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.