ABOUT TIDE
At Tide, we are building a business management platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.
Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.
Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.
Internal Job Title: Member Success Team Lead
ABOUT THE TEAM:
The Member Accession Marketing Team (India) plays a crucial role in driving Tide’s growth in the Indian market by acquiring and onboarding new members from small and medium-sized enterprises (SMEs). The team tailors marketing strategies to engage potential members, guide them through seamless onboarding, and ensure they are well-equipped to leverage Tide’s suite of financial and administrative tools. By creating localized campaigns, building strong relationships, and leveraging data for continuous improvement, the team fosters long-term member engagement—ensuring Tide becomes the go-to platform for Indian SMEs.
WHAT WE ARE LOOKING FOR:
We are seeking an experienced and performance-driven Customer Success Team Lead to lead, coach, and manage a Customer Success Executive(Phone-Based) team based in Delhi, India. The ideal candidate will play a key role in driving sales, improving conversion rates, and ensuring consistent team performance and a high-quality customer experience.
Key Responsibilities:
- Lead and manage a Customer Success Executive(Phone-Based) team based in Delhi NCR to consistently deliver and exceed sales targets and KPIs.
- Monitor daily performance, call metrics, and assigned KPIs.
- Listen to calls and provide real-time feedback to maintain team performance.
Deliver daily and weekly performance feedback, including 1:1 coaching sessions, to support team members. - Motivate the team to exceed targets through contests, incentives, and positive reinforcement.
- Handle escalations and support the team with complex queries and sales objections.
- Prepare and share performance reports (daily, weekly, and monthly) with insights and recommendations for stakeholders.
- Assist in recruiting, training, and onboarding new team members.
- Collaborate with cross-functional teams to implement feedback and support new initiatives (e.g., Campaigns, Product, Business Intelligence, and Support).
- Ensure the team meets compliance requirements (scripts, regulations, and quality standards).
- Stay ahead of the competition through regular competitor analysis.
Requirements:
- Candidates must have a minimum of 3 years' experience as a Team Leader in managing a telesales/Sales Executive (Phone-Based) environment, preferably working with international clients (particularly from the UK) in the Fintech or Banking sector. A total professional experience of no less than 8 years is required
- Strong knowledge of outbound sales techniques, objection handling, and data analysis.
- Excellent communication, interpersonal, sales, and coaching skills.
- Proven track record of meeting and exceeding sales targets.
- Familiarity with CRMs, dialers, and call monitoring tools.
- Ability to thrive in a dynamic, fast-paced, and target-driven environment.
- Self-starter with high levels of motivation and initiative.
Key Performance Indicators:
- Daily/Monthly Sales Targets
- Call Quality Scores
- Conversion Rates
- Call Metrics (AHT, ATT, Occupancy)
- Attendance and Adherence
- Agent Retention and Engagement
WHAT YOU WILL GET IN RETURN:
- 25 days of holiday
- Additional health and dental insurance
- Fully covered Multisport card
- Food vouchers
- Annual professional development budget of INR 40,000 and up to three paid L&D days off
- Snacks, light food, and drinks available in the office
- Enhanced family-friendly leave policies
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.
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