Job Overview
Location
India, Delhi NCR
Job Type
Full-time
Category
Software Engineering
Date Posted
June 22, 2026
Full Job Description
đź“‹ Description
- • Develop and maintain reports, dashboards, and KPIs to monitor Customer Support team and service performance.
- • Identify patterns, trends, and areas of improvement in member support interactions and proactively recommend solutions.
- • Collaborate with cross-functional teams including IT, product, and customer experience to ensure seamless support processes and identify system improvements that enhance member needs.
- • Conduct root cause analysis for recurring operational issues or inefficiencies and propose corrective actions.
- • Design and refine support processes to achieve quicker resolutions and improved member engagement.
- • Create and maintain comprehensive documentation for support processes, policies, and best practices.
- • Analyze customer service metrics including SLAs, First Response Time, Resolution Time, and Customer Satisfaction to drive operational improvements.
- • Translate complex data insights into clear, actionable recommendations for non-technical stakeholders.
- • Utilize data analysis tools such as SQL, Looker, Excel, Tableau, or Power BI to extract, visualize, and interpret operational data.
- • Work under pressure while managing multiple projects simultaneously, prioritizing tasks effectively to meet deadlines.
- • Ensure alignment between operational analytics and broader business goals to enhance member satisfaction and support efficiency.
- • Support continuous improvement initiatives by evaluating the impact of process changes and adjusting metrics accordingly.
🎯 Requirements
- • 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 interpreting data 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 written and verbal communication skills with ability to present complex data clearly and persuasively.
🏖️ Benefits
- • 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
Skills & Technologies
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About Tide Platform Limited
Tide Platform Limited is a UK-based financial technology company providing business banking services to small and medium-sized enterprises. It offers digital current accounts, expense cards, invoicing, accounting integrations, and credit products through a mobile-first platform. Operating under an e-money licence with banking services provided by ClearBank, Tide serves over 500,000 UK businesses. The company focuses on streamlining financial administration for entrepreneurs, freelancers, and growing companies through automated features and integrations with accounting software like Xero and FreeAgent.
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