Customer Support Associate (KYC Analyst)

A BOUT 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 You As a Customer Support Associate (KYC Analyst), you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support with our security reviews. You’ll be talking to people with empathy and proactive nature along with a passion for solving member problems. Our mission is to save businesses, time and money which they can put back into their company, and delivering fast and fluid support is key to achieving this. As part of the cKYX Member Interactions team, you will ensure that we keep our members’ accounts up and running and provide them with proper guidance and support on how to navigate through processes they may not be fully aware of. Some of the things you’ll be doing:  Communicating with members (customers) over phone during outbound calls Gathering required information over calls, aiding in completing account reviews (Periodic and Event-Driven Reviews) Performing basic due diligence and refining the information shared by customers and passing it on to the correct team to complete account reviews Helping customers understand what is required from them and keeping them informed throughout various stages of the account review process (Ongoing KYC Reviews) Providing the best possible customer experience over calls, chats and emails by using your detailed process knowledge and soft skills Handling escalations from the KYX teams that require a call to the member Resolving customer queries or complaints and directing them to the right department. Staying up-to-date on the general topics supported by the Member (customer) facing teams to help resolve inquiries Liaising with different departments to avoid any disruptions to customer accounts and ensure a smooth account review process Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks You’ll be a great fit if: You are comfortable talking to customers on the phone and walking them through difficult situations You have at least 1.5 years of experience working in International customer support on inbound or outbound phone line You have very good verbal and written English communication skills (at least C1 level) You are comfortable using industry tools like Kustomer, GSuite, and Jira You are always on a lookout for recurring issues and potential solutions to make existing processes more efficient. You have really strong organisational skills. You preferably have experience with a Fin-tech, start-up or a fast-growing tech company. Any exposure to KYC or diligence is a huge plus What you’ll get in return: Competitive salary  Vitality Health Insurance, with a proactive focus on mental and physical wellbeing 25 days holiday  We invest in your development with professional L&D budget every year Enhanced family-friendly leave 24 hours paid volunteering time off per year Flexible working options Sabbatical leave 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.   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.   Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: 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 .