Product Manager - CRM Software

Join a dynamic, global team at the forefront of revolutionising support operations in the fintech space. We’re searching for an experienced Product Manager who has successfully developed SaaS products and is ready to take on the challenge of elevating our Support Operations to a world-class standard. Your expertise in CRM software, back-office tools, automation, deflection strategies, and GenAI-driven innovations will be critical as we strive to enhance the customer support experience for our rapidly expanding member base across multiple geographies. In this role, you will collaborate closely with top-tier product professionals, including developers, data scientists, product designers, and content creators, to build, launch, and refine a cutting-edge support platform that delivers exceptional end-to-end experiences for our members. This is a rare opportunity to shape the future of support in a high-growth environment, making a tangible impact on our global operations Assessing opportunities and driving innovation by analysing user behaviour, leveraging data-driven insights, and validating hypotheses to continuously enhance our support platform Leading the implementation of mandatory regulatory and compliance standards, seamlessly integrating them into our product roadmap Managing the delivery of new features and requirements from other teams to elevate the member experience Working with our Operation teams to manage the requirements and expectations with our internal and external partners. Acting as the “go-to person” for your subject matter, building knowledge on industry developments, competitive position and regulatory changes Being the go-to authority on industry trends, competitive landscapes, and regulatory shifts, sharing insights and building expertise within our product community You bring at least 3+ years of product management experience, with a strong focus on the Customer Support vertical You have domain knowledge preferably in fintech / financial services or some other related field You possess deep knowledge of the support landscape, including key players, emerging trends, and CRM systems (familiarity with Salesforce, Microsoft Dynamics 365, Oracle CX, ServiceNow is a plus) You have a track record of working seamlessly with cross-functional teams to drive successful product launches, continuous improvements, and sustainable growth You have a passion for solving members' and agents' pain points, coupled with your ability to apply product design thinking which sets you apart You can demonstrate analytical rigour, an innovative and creative mindset, and an obsession with product excellence You excel at managing stakeholders, effectively communicating decisions, plans, and progress, and navigating challenges with confidence You thrive in a fast-paced environment where priorities shift, and processes may need to be built from the ground up What you’ll get in return: 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

At Tide, we are building a finance 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 1,800 employees.