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: 800000 UK andin India and growing rapidly
• Over $300 million raised in funding
• Over 2500 Tideans globally - were 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 roleour 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 WERE 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 YOUll GET IN RETURN:

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• Family & Friendly Leaves
  
  

TIDEAN WAYS OF WORKING

At Tide we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building where we encourage regular in-person gatherings to foster a strong sense of community.

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 enables us to build products that resonate with our members diverse needs and lives.

We are One Team and foster a transparent and inclusive environment where everyones voice is heard.

At Tide we thrive on diversity embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity religion sexual orientation gender identity or disability. Our inclusive culture is key to our success helping us build products that meet our members diverse needs. We are One Team committed to transparency and ensuring everyones voice is heard.

• Tide doesnotcharge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
• Communication from Tide will only come from an official@tide.coemail address.
• Tide does not work with agencies or recruiters without prior formal engagement and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment please treat it as fraudulent and report it to us immediately at
Your safety and trust are important to us and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tides Recruitment Privacy Notice.