Head of Member Support
Tide Platform
- Hyderabad, Telangana
- Permanent
- Full-time
- Drive European Expansion: Ensure operational scalability in European markets by effectively utilizing 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 call center strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Shape Strategic Vision: Contribute insights and analysis for organizational 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.
- Optimize Call Center Operations: Monitor, analyze, and audit call center 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.
- Champion Quality Assurance: Oversee and enhance QA processes for first-rate member support, working within QC and Compliance team frameworks.
- Proven Track Record of Success: 9-12+ years of progressive experience in financial industry leadership roles, with a strong emphasis on transformative customer operations within a fast-paced fintech scale-up environment.
- Strategic and Operational Excellence: Demonstrated ability to both design customer-centric strategies and execute them flawlessly. Hands-on experience in customer support/servicing is essential.
- Customer-Obsessed Mindset: A deep belief that customers are true partners, and a driving passion for continuously enhancing their experiences at all touchpoints.
- Inspirational Leader: Proven ability to inspire, motivate, and develop world-class teams, fostering a culture of growth, empowerment, and exceptional performance.
- Data-Driven Decision-Making: Passionate about diving deep into customer feedback, data analytics, and key performance indicators to identify optimization opportunities and drive continuous improvement.
- CRM Expertise: Extensive mastery of leading CRM platforms (Kustomer, Zendesk, Freshdesk, Babelforce, Five9, etc.) with a focus on leveraging them for operational excellence.
- Thrives on Agility and Innovation: Demonstrated success in fast-paced environments where data-driven proposals propel exciting new initiatives for exceptional customer experience.
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- Work from home 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