Member Support Pro Associate

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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