Escalations Support Associate

ABOUT 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 with over 1.6 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 help SMEs save both time and money.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs
• Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - we’re diversity champions!
• 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 and New Delhi, India

#### ABOUT THE TEAM

As an Escalation Associate, you will be part of a team, entrusted with the most interesting, challenging and complex cases in the organization. The team is composed of exceptional, highly skilled and motivated professionals, who have years of experience handling the toughest and most important escalations. 

#### ABOUT THE ROLE

You will be dealing with complaints and will ultimately help mitigate new ones being filed by de-escalating and providing tailored solutions and peace of mind to our customers. You will also be assisting the C-Level team at Tide as part of the Office of the CEO escalations. 

As an Escalations Associate you’ll be: 

• Taking ownership of very complex cases that other teams have been unable to handle and that have led to customers requesting their concerns be reviewed by someone higher than a Manager
• Effectively communicating and collaborating with Tideans from other teams and departments, ensuring that all the relevant information is gathered before a resolution is provided
• Efficiently providing the correct resolution to customers’ problems over the phone and/or other communication channels
• Prioritizing and handling escalations from the executive team at Tide as part of the Office of the CEO process
• Constantly being on the lookout for any patterns in the cases reaching the Escalations Team - noting them down and highlighting areas that can be improved upon in terms of product or member experience
• Staying up to date with all the latest developments in Tide in terms of product and process changes
• Delivering honest and candid feedback to management on a regular basis
• Exploring data and aiding with the reporting and tracking of the performance of products and services. 

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.

#### 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.

WHAT ARE WE LOOKING FOR

The non-negotiables:

• You have exceptional spoken and written English skills (C1;C2 level),
• You are confident in talking with customers over the phone and have experience in de-escalating difficult situations.
• You enjoy finding innovative ways to solve complex problems.
• You have previous experience working in customer support for at least 2 years.
• You have excellent organisational skills and take responsibility for your workload. 

What would give you an advantage:

• You are comfortable using and have previous experience with industry tools like ticketing CRMs, GSuite, Jira, and Microsoft Excel/Google Sheets.
• You are always on the lookout for recurring issues and help create new workflows to solve them.
• Experience in the financial industry.