Senior Operations Analyst - Customer Support
Tide Platform Private Limited
Work from Office
Full Time
Min. 5 yearsJob Description
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 and now supports over 2 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 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 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly
- Over $300 million raised in funding
- Over 2,800 Tideans globally
- Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
- 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, New Delhi, 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 L&D 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 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 everyone’s 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 everyone’s voice is heard.
- Tide does not charge any fees at any stage of the recruitment process.
- All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
- Communication from Tide will only come from an official @tide.co email 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 talent@tide.co
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 Tide's Recruitment Privacy Notice.
Experience Level
Senior LevelJob role
Job requirements
About company
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