Escalations Associate with German

Job Description

Tide is seeking an Escalations Associate with German to join their team in Bulgaria. This role involves handling complex and challenging cases, providing tailored solutions to customers, and assisting the C-Level team with escalations. The ideal candidate will possess exceptional German and English skills, experience in customer support, and the ability to de-escalate difficult situations.

The Escalations Associate will collaborate with various teams, gather relevant information, and provide resolutions via phone and other communication channels. They will also identify patterns in escalations, suggest improvements, and stay updated on product and process changes. This role requires delivering candid feedback to management and aiding in data reporting.

Tide offers a flexible workplace model, supporting both remote and in-person work. The company values diversity and inclusivity, providing benefits such as paid annual leave, L&D opportunities, health insurance, and flexible working arrangements.

Role Involves:

• Taking ownership of complex cases
• Collaborating with other teams
• Providing resolutions to customers
• Prioritizing escalations from the executive team
• Identifying patterns in cases
• Staying up to date with product and process changes
• Delivering feedback to management
• Exploring data and aiding with reporting

Requirements:

• Exceptional German and English skills (C1;C2 level)
• Experience in de-escalating difficult situations
• Experience in customer support (2+ years)
• Excellent organizational skills

What Tide Offers:

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave
• Personal L&D budget (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