Premium Accounts Associate

ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE TEAM As a Premium Accounts Manager, you will be part of an exclusive team that delivers high-level support to our Premium members. This is not a standard customer service role—our Premium team serves as both trusted advisors and dedicated account managers, ensuring a seamless, personalized, and exceptional member experience at every interaction. ABOUT THE ROLE Provide high-touch, tailored support to Premium members primarily over phone, with additional interactions via chat and email when required. Manage complex and sensitive cases with ownership, accuracy, and a solutions-first mindset. Deliver a 5-star experience aligned with Premium standards, measured by CSAT, TPH, and QA excellence. Build long-term relationships with members by demonstrating in-depth product and process knowledge and anticipating their needs. Serve as a knowledge hub and mentor for colleagues, sharing expertise and guiding new joiners through best practices Contribute to the continuous improvement of Premium processes by sharing feedback, identifying gaps, and helping shape workflows. Stay aligned with industry trends and member expectations to reinforce Premium as a supreme-class service offering. Work flexible shifts (including weekends and holidays) while maintaining top-level performance and professionalism. WHAT WE'RE LOOKING FOR: Experience in premium support, account management, or client-facing roles where service excellence was a priority. Strong problem-solving skills with the ability to navigate complex cases and think beyond standard procedures. Exceptional communication skills (written and verbal) with near-native or native-level English. High attention to detail and ability to manage multiple tasks while maintaining top-class service standards. A proactive, empathetic, and professional attitude that represents our Premium brand promise. Proven ability to work collaboratively in a high-performance environment. It would be considered as an asset if you have: Background in FinTech, SaaS, or fast-paced technology companies. Experience with membership-based services or subscription models. Exposure to analytics or reporting, enabling insights into member behavior and engagement. WHY JOIN THE PREMIUM TEAM? Work in an elite, high-performing team serving our most valued members. Be empowered to act as a trusted advisor, not just a support agent. Gain exposure to advanced cases, processes, and account management practices. Grow your expertise through dedicated training, coaching, and leadership opportunities. Contribute directly to shaping Premium service standards and mentoring new talent. WHAT YOU'll GET IN RETURN: Self Family Health Insurance Term Life Insurance OPD Benefits Mental wellbeing through Plumm Learning Development Budget WFH Setup al ... (truncated, view full listing at source)