Job Description

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.
ABOUT THE TEAM
The Onboarding Team is a front-line team, looking to convert as many prospective/cold leads into becoming a Tide Member and taking advantage of many Tide products during their Onboarding period. We collaborate with marketing, product and the KYC Teams to ensure a seamless Onboarding experience for prospective members, providing key insights to all stakeholders.
ABOUT THE ROLE
As a Business Development Team Lead, you will be responsible for building and scaling a phone-based sales team focused on converting as many potential members who have expressed an interest in joining Tide and haven't yet completed their application.
This is a team that already exists in the UK market, and you'll be supporting the current team leader driving acquisition and revenue within the team. You're responsible for developing a team culture that demands the highest standards of excellence and continually promotes simplicity.
As a Business Development Team Lead, you will:
Work towards delivering company OKRs through setting challenging KPIs for the team to show growth - you'll be target-driven and motivated by driving the sale over the line
Be responsible for listening to your team's calls and ensuring that they are of the highest quality, coaching on best practices and ways for them to improve. It's important that we deliver the highest quality service to our potential members and business partners (internal & external)
Be entrepreneurial, with a data-driven mindset, constantly looking for new tests you can execute to further improve your team's performance. This will involve continual review of, and a desire to improve, business practices and processes
Organise the operations for your team, establishing processes and building dashboards to monitor their performance
Handle and swiftly resolve any crises or challenges that may arise, maintaining team morale and focus. You'll pivot rapidly and embrace and drive change
Drive performance across all lead types, including cold leads, by implementing strategies that increase engagement, improve conversion, and maximise value from every opportunity
Work with internal and external stakeholders, optimising workflows and process improvements to remove roadblocks for our Onboarding Agents and members:
Product - Collaborating with our product team to provide regular member insights on the onboarding journey and identifying and suggesting changes for improvement - tracking and owning these to delivery
KYC - Working collaboratively with KYC to ensure a smooth and rapid member onboarding experience and owning any changes that are required
Compliance - Working closely with the compliance team, responsible for ensuring all your team's calls and interactions are entirely compliant, always putting member experience first
Marketing:
Take a lead role in defining the GTM approach for the launch of new products. Take a consultative approach, ensuring you're driving sales from all marketing lead channels and sharing useful member insights and recommendations with marketing so that their financial investment is well spent
Supporting our performance marketing team on new initiatives to drive signup and revenue for Tide
WHAT WE ARE LOOKING FOR
We are seeking a dynamic leader with a passion for fostering a high-energy, supportive team culture. Highly data-driven and entrepreneurial, you will confidently drive strategies, optimize workflows, and manage the team like a mini-business. Sales-oriented and target-focused, you'll effectively communicate your vision across the organization and maintain clear, impactful documentation. With experience in telesales management and stakeholder collaboration, you'll prioritize customer satisfaction, call quality, and team success.
The ideal candidate will have:
You have excellent written and spoken English language
You've spent at least three years in a sales/customer experience management/front line experience role
You have previous experience in leading a team and managing people
You're comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
You're organised, pragmatic and capable of leading an interdisciplinary team; we're after someone who's not afraid to take the initiative and remove any blockers wherever necessary. Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted
You're data driven and process oriented. You're able to generate robust processes, and detect patterns, recognize opportunities for change and improvement of processes or established work practices
Effective communicator both internally and externally
Strong organisational skills, with a demonstrated ability to achieve deadlines and priorities effectively.
Possess high levels of motivation, drive and strong success orientation
Familiarity with Kustomer, traditional banking and the fintech industry would be considered a plus
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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