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Member Support Pro Associate

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Bulgaria

Offer summary

Qualifications:

1.5 years of relevant customer support experience, Excellent verbal and written English skills (C1 or higher), Proficient in industry tools like Kustomer and GSuite, Strong problem-solving abilities.

Key responsabilities:

Provide customer support primarily over the phone
Deliver a 5-star customer experience based on metrics

CertiDeal Information Technology & Services Startup https://certideal.com/

501 - 1000 Employees

See more CertiDeal offers

Job description

ABOUT TIDE

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.

Tide is rapidly growing, expanding into new 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.

Note: The start date for this position is January 2025. We encourage you to apply now to be considered for this exciting opportunity!

About the team

The Paid Plans Support Team at Tide is dedicated to providing first-class service to our paid account members, primarily through phone support. Our mission is to manage, maintain, and nurture relationships, generating revenue for Tide and adding value for our SME clients by delivering award-winning customer support.

Our team thrives on proactivity and a willingness to tackle new challenges. Central to our success is placing the customer at the heart of everything we do. We seek individuals who are ready to take responsibility, demonstrate high energy and reliability, and uphold high ethical and moral standards. As an integral part of our team, each member is committed to contributing to our collective success and ensuring exceptional support for our clients.

About the role

As a Customer Service Associate Paid Plans 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 we are looking for

You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
You have a minimum of 1.5 year of relevant experience as a phone customer support associate
You have very good verbal and written English (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 programmes
Analytics knowledge to understand member plan usage and optimisation

What you’ll 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 in the amount of 1000 BGN per year
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

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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.