Customer Support Associate - Level 2 KYC Escalations Associate

Department - Member Operations

Who are Tide:

As a Level 2 KYC Escalations Associate , you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support, every day of the year. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member problems.

Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this. As part of the Level 2  KYC Escalations Associate, you will ensure that we keep our members’ up and running and provide them with proper guidance and support on how to navigate through processes they may not be fully aware of.

What we’re looking for:

We're seeking a proactive, empathetic communicator skilled in outbound calls and adept at gathering crucial information for critical business processes. Strong attention to detail, problem-solving abilities, and adaptability in a fast-paced environment are essential. A customer-centric mindset and positive attitude are key traits for success in this role.

As a Level 2 KYC Escalation Associate you will be: 

• 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 meaning time is of the essence and detailed product knowledge is vital. 
• 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 up to date throughout various stages of investigation
• Exploring data and aiding with reporting in order to track the performance of products and services. 
• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

What makes you a great fit:

• You have excellent communication skills and a positive goal-oriented attitude
• You have C1 level of spoken English
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You are confident talking with our customers and walking them through difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You have really strong organisational 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
• Experience with KYC is a plus
• You have at least an 1.5 years of experience working in International customer support on inbound or outbound phone line

What you’ll get in return:

Tidean Ways of Working 

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

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