At Tide, we help SMEs save time (and money) in the running of their businesses by offering business accounts and related banking services, as well as a comprehensive set of administrative solutions from invoicing to accounting. We are looking for a Senior Operations Analyst to analyze and improve operational efficiency within the Customer Support department.
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 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.
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
