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.
The Paid Plans Support Team at Tide provides top-tier phone support to paid members, fostering relationships and driving revenue. We prioritize customer needs, embrace challenges, and uphold high ethical standards. We seek proactive, reliable individuals who take ownership, demonstrate high energy, and contribute to our award-winning customer service.
ABOUT THE ROLE
As a Member Support Smart Associate you’ll be:
- Communicating daily with customers mainly over the phone.
- Providing first-class support over chat and email based on capacity and voice volume;
- Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones;
- Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance);
- Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, direct debits and other;
- Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks;
- Monitoring the usage and identifying new opportunities based on customer feedback, segmentation, personas, and user research as well as on the pulse for what's happening in the industry;
- Going through multiple tailor-made trainings and courses to help you elevate your skills and knowledge and make the next step in your career with Tide;
- Working on shifts (weekends and holidays included), based on a schedule that takes into account your preferences, but also meets the needs of the business.
WHAT YOU WILL GET IN RETURN
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Extended maternity and paternity leave covered by the company
- Personal L&D budget
- Additional health & dental insurance
- Mental wellbeing platform
- Fully covered Multisports card
- Food vouchers
- Snacks, light food, drinks in the office
- WFH equipment allowance
- Flexible working from home
- 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.
WHAT ARE WE LOOKING FOR
- You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). A customer-focused mindset is a must!
- You have a minimum of 1.5 years of relevant experience as a phone customer support associate
- You have very good verbal and written German (C1 or higher)
- You are comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira
- You are upbeat and energetic, with solid problem-solving skills
- You have robust communication with the customer and back to the business
- You can demonstrate the ability to self-drive and multitask, your role may vary day to day, as well as strong team collaboration skills, high ethics and morale
It would be considered as an asset if you have:
- Experience in Fin-tech, a start-up or a fast-growing tech company
- Experience working in subscription and/or app-based business models
- Experience with membership programs
- Analytics knowledge to understand member plan usage and optimization
