Head of Product - Member Support(Customer Experience)

Department: Member Support

About Tide

At Tide, we are building a finance & admin 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 the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new 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. 

About the team

We’re looking for an experienced Head of Product with previous experience building a successful SaaS product for our Support Operations around the globe. You must demonstrate knowledge in CRM software, backoffice tooling, automation and deflection processes, GenAI use cases in the field, etc. You are familiar with customer support needs, key players, and market dynamics in the support space. You have previously built and led a team of senior product managers. 

This is a unique role with an exciting opportunity to bring our support experience to a best in class standard while supporting large scale growth across geographies.. You’ll be working alongside experienced product professionals and hand-in-hand with developers, data scientists, product designers and content writers to research, build, ship, and improve a product that supports our members end to end.

About the role

• Owning and independently defining the strategy and product vision for Tide’s Member Support product, translating product vision into strategic product roadmaps
• Building a deep understanding of our members and agents, including their global needs and the jobs-to-be-done, while assessing opportunities and testing assumptions with quantitative and qualitative data
• Identifying and prioritising innovative products which improve member experience and enhance agent working experience
• Owning and driving improved efficiency and effectiveness of agent and member experience products
• Partnering with engineering, product design, analytics, content, and finance leadership to develop the operating structure and processes to deliver on business objectives
• Managing the internal stakeholders and their requirements along with your vision for the product
• Leading, mentoring, and developing a growing team of experienced product managers

What we are looking for

• You have extensive experience in product management (ideally 10+ years) and in the Customer Support vertical (at least 5 years)
• You have experience in driving customer satisfaction and team productivity through product-led growth
• You have led and scaled a high-performing product management team
• You have a good understanding of key players and opportunities in the market
• You have a track record of shipping and growing support products at scale
• You are obsessed with solving customer and agent problems; you know how to apply product design thinking to product development
• You can demonstrate analytical rigour, an innovative mindset, and an obsession with product excellence
• You’re organised, pragmatic, and capable of leading a cross-functional team
• You’re comfortable working in a fast-moving company where priorities can change, and processes may need to be created from scratch

What you’ll get in return: 

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you’ll get:

• 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
• Stock Options

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 everyone’s voice is heard.

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Last updated on Aug 5, 2024