Tide is hiring a Member Support Pro Associate

About the Role

The ideal candidate will provide timely and accurate support to members, handling a variety of account-related questions and technical issues while maintaining high service standards.

Responsibilities

• Respond to member inquiries via email, chat, and phone
• Troubleshoot account access and functionality problems
• Guide users through platform features and tools
• Escalate technical issues to appropriate internal teams
• Maintain up-to-date knowledge of product updates
• Document support interactions accurately in the system
• Follow established procedures for data security and privacy
• Identify recurring issues and suggest improvements
• Assist with onboarding new support team members
• Meet performance targets for response time and resolution
• Communicate clearly and professionally in all interactions
• Adapt tone and approach based on member needs
• Handle sensitive information with confidentiality
• Work across time zones as needed for coverage
• Participate in team meetings and training sessions
• Contribute to knowledge base content updates
• Follow escalation protocols for high-priority cases
• Maintain consistent attendance and punctuality
• Use CRM software to track support tickets
• Collaborate with product and engineering teams on feedback

Nice to Have

• Associate or bachelor's degree in business or related field
• Experience in a remote support role
• Multilingual abilities in additional languages
• Knowledge of banking regulations and compliance
• Previous work in a startup environment
• Certification in customer service or support
• Experience with agile work methodologies
• Familiarity with mobile banking applications
• Background in resolving billing disputes
• Training experience in a team setting

Compensation

Competitive hourly rate with benefits

Work Arrangement

Remote position with flexible scheduling options

Team

Part of a growing customer support team focused on member satisfaction

Our Culture

We value transparency, accountability, and continuous learning. Team members are encouraged to share ideas and take initiative in improving processes. Collaboration and mutual respect are central to how we operate.

Growth Opportunities

Performance in this role can lead to advancement within the support organization or into other departments. We support professional development through mentorship and internal mobility programs.

Not available for this role