Senior Operations Analyst

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 The Senior Operational Analyst for the Customer Support team will be responsible for analyzing and improving operational efficiency within the Customer Support department. This role will involve working closely with cross-functional teams to identify trends, assess performance, and provide insights that drive data-driven decisions to enhance member satisfaction, streamline support processes, and optimize overall team performance. Some of the things you’ll be doing: Develop and maintain reports, dashboards, and KPIs to monitor team and service performance. Identify patterns, trends, and areas of improvement in member support interactions, and proactively recommend solutions. Work closely with other departments (e.g., IT, product teams, customer experience) to ensure seamless support processes and identify system improvements that support member needs. Conduct root cause analysis for recurring issues or inefficiencies and recommend corrective actions. Help design and refine processes that lead to quicker resolutions and better member engagement. Create and maintain documentation for support processes, policies, and best practices WHAT WE ARE LOOKING FOR Experience working with CRM systems ticketing platforms, or other customer support software. Proven track record in process optimization and performance analysis in an operational setting. Strong analytical and problem-solving abilities, with experience in interpreting data and translating it into actionable recommendations. Proficiency in data analysis tools such as SQL, Looker, Excel, Tableau, or Power BI. Strong understanding of customer service metrics (e.g., SLAs, First Response Time, Resolution Time, Customer Satisfaction). Excellent communication skills, both written and verbal, with the ability to present complex data in a clear and actionable way. Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously. WHAT YOU WILL GET IN RETURN Competitive salary Self Family Health Insurance Term Life Insurance OPD Benefits Mental wellbeing through Plumm Learning Development Budget WFH Setup allowance 15 days of Privilege leaves 12 days of Casual leaves 12 days of Sick leaves 3 paid days off for volunteering or LD activities 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 or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what en ... (truncated, view full listing at source)