Customer Support associate (Rotational shift)

📌 Core Information

🔹 Job Title: Customer Support Associate (Rotational Shift)

🔹 Company: Careers at Tide

🔹 Location: Hyderābād, Telangāna, India

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 29, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing comprehensive customer support to businesses in the UK
• Handling communications through chat, email, and phone
• Solving customer issues around the clock with a focus on exceptional service
• Contributing to team growth through mentoring and support

ASSUMPTION: The role involves direct interaction with customers, requiring excellent communication skills and empathy, based on the emphasis on customer experience and problem-solving.

📋 Key Responsibilities

✅ Lead direct communication with customers over chat, email, and phone

✅ Follow and help develop procedures and guidelines for customer support

✅ Deliver a superior customer experience based on set metrics

✅ Address banking challenges, such as unfamiliar transactions and missing payments

✅ Mentor new team members and undertake back-office tasks

✅ Participate in training for skill and career development

✅ Work on rotational shifts, including nights, weekends, and holidays

ASSUMPTION: Responsibilities are focused on continuous service delivery and process improvement, which implies a dynamic and fast-paced work environment.

🎯 Required Qualifications

Education: Graduation is mandatory

Experience: 1-4 years in customer support

Required Skills:

• Excellent spoken and written English (C1 or higher)
• Strong organisational and decision-making skills
• Proficiency in customer service tools like Kustomer and Jira

Preferred Skills:

• Experience in the finance industry
• Abilities in process improvement and mentoring

ASSUMPTION: Given the rotational shift requirement, candidates should exhibit adaptability and resilience.

💰 Compensation & Benefits

Salary Range: Competitive salary; specific figures not disclosed

Benefits:

• Health Insurance for self and family
• Life Insurance
• Outpatient Benefits
• Mental Wellbeing support through Plumm
• Learning & Development budget
• Work From Home setup allowance
• Paid leaves including Privilege, Casual, and Sick leaves
• Paid volunteering or L&D activity days

Working Hours: 40 hours per week, including night shifts and weekends

ASSUMPTION: The comprehensive benefits package and career development focus are designed to attract a diverse pool of candidates.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services - critical for businesses seeking efficient financial management solutions.

Company Size: 1,001-5,000 employees, offering a mix of stability and innovation

Founded: 2015, representing a relatively young and dynamic company culture

Company Description:

• Transforms SME banking, offering flexible finance solutions
• Supports over 1 million businesses globally
• Puts strong emphasis on diversity and inclusion

Company Specialties:

• Banking Services
• Administrative Solutions
• SME Market Focus

Company Website: https://www.tide.co

ASSUMPTION: Tide's rapid growth and technological innovation are critical selling points for potential employees looking for growth opportunities.

📊 Role Analysis

Career Level: Intermediate role suitable for candidates with some prior experience

Reporting Structure: Reports to a Team Lead or Customer Support Manager

Work Arrangement: Fully on-site with structured shifts

Growth Opportunities:

• Opportunity to mentor and lead peers
• Progress through internal training schemes
• Contribute to process improvement initiatives

ASSUMPTION: Given Tide’s growth trajectory, there are potential opportunities for career advancement to senior roles.

🌍 Location & Work Environment

Office Type: Modern, collaborative workspace

Office Location(s): Hyderabad, IN

Geographic Context:

• Located in a tech hub with access to a skilled workforce
• Close to transport links and other major business centers
• Vibrant local culture and economic environment

Work Schedule: Rotational shifts to accommodate 24/7 operations

ASSUMPTION: The location supports a culturally diverse and vibrant work life, fostering employee engagement and satisfaction.

💼 Interview & Application Insights

Typical Process:

• Initial application submission through Tide's career portal
• Preliminary screening interview
• Technical and soft skill assessments
• Final interview with hiring manager

Key Assessment Areas:

• Customer service skills
• Problem-solving ability
• Communication efficiency

Application Tips:

• Highlight experience with customer service tools
• Demonstrate problem-solving examples
• Prepare for a cultural fit discussion

ATS Keywords: Customer Support, Communication, Problem Solving, Teamwork, Empathy

ASSUMPTION: The application process places a significant emphasis on customer handling capabilities and organizational fit.

🛠️ Tools & Technologies

• Kustomer
• GSuite
• Jira

ASSUMPTION: Familiarity with modern CRM and support technologies is essential for effectiveness in this role.

👔 Cultural Fit Considerations

Company Values:

• Customer-centricity
• Innovation and adaptability
• Diversity and inclusiveness

Work Style:

• Collaborative and team-focused environment
• Open and inclusive work culture
• Emphasis on transparency and communication

Self-Assessment Questions:

• Can you adapt to changing customer support scenarios?
• How would you contribute to an inclusive team environment?
• Are you comfortable working in a rotational shift setup?

ASSUMPTION: Tide values cultural diversity and inclusiveness, making these central to assessing candidate fit.

⚠️ Potential Challenges

• Handling 24/7 rotational shift demands
• Maintaining high customer satisfaction levels
• Adapting to evolving business processes
• Managing work-life balance amidst a volatile schedule

ASSUMPTION: The need for flexibility and resilience is crucial given the operational demands of the role.

📈 Similar Roles Comparison

• This role offers greater exposure to international markets compared to many domestic customer service roles.
• Heightened focus on technical tools and process creation/improvement relative to standard support jobs.
• Potential for career growth in Tide compared to competitors due to ongoing market expansion.

ASSUMPTION: By offering unique growth pathways, the role compares favorably within the industry, drawing on Tide's global positioning.

📝 Sample Projects

• Improving customer onboarding processes
• Developing new customer communication protocols
• Assisting in the creation of training modules for new team members

ASSUMPTION: Projects are designed to enhance capability building and service delivery, aligned with strategic organizational goals.

❓ Key Questions to Ask During Interview

• What are the biggest challenges facing the customer support team?
• How does Tide support work-life balance, particularly with rotational shifts?
• Can you provide more information on career progression opportunities?
• What tools and resources does Tide provide to help team members excel?
• How does Tide maintain its company culture across its global offices?

ASSUMPTION: Questions should aim to uncover organizational culture and growth potential, as seen critical by candidates.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through Tide's career portal
• Prepare documents detailing your relevant experience
• Ensure strong focus on customer service success stories
• Highlight familiarity with required tools and processes
• Follow-up through the provided contact if needed

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.