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Escalations Associate

Handle complex cases, mitigate complaints, and provide solutions to customers.
Careers at Tide
Remote
Hybrid
On-Site
Bulgaria
Undisclosed salary
Job Description

Tide is seeking an Escalations Associate to join their team in Bulgaria. The successful candidate will be entrusted with handling the most challenging and complex cases within the organization, working alongside highly skilled professionals. This role involves dealing with complaints, de-escalating situations, and providing tailored solutions to customers, as well as assisting the C-Level team with Office of the CEO escalations.

Responsibilities:

  • Taking ownership of complex cases
  • Collaborating with Tideans from other teams
  • Providing resolutions to customer problems via phone and other channels
  • Prioritizing escalations from the executive team
  • Identifying patterns in cases and highlighting areas for improvement
  • Staying updated with product and process changes
  • Delivering feedback to management
  • Exploring data and aiding with reporting

Requirements:

  • Exceptional English skills (C1/C2 level)
  • Confidence in phone communication and de-escalation
  • Problem-solving skills
  • 2+ years of customer support experience
  • Organizational skills and responsibility

What Tide Offers:

  • 25 days paid annual leave
  • 3 paid days off for volunteering or L&D
  • Extended parental leave
  • Personal L&D budget (1000 BGN per year)
  • Additional health & dental insurance
  • Mental wellbeing platform
  • Fully covered Multisports card
  • Food vouchers
  • Snacks and drinks in the office
  • WFH equipment allowance
  • Flexible working from home
  • Sabbatical Leave
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Careers at Tide

Tide is a rapidly expanding finance platform dedicated to saving small businesses time and money. It provides business accounts, banking services, and connected administrative solutions like invoicing and accounting. Serving over 1 million small businesses globally, Tide operates in the UK, India, and Germany. Headquartered in London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, the company fosters a transparent and inclusive environment. Tide embraces diversity and is committed to building products that resonate with the diverse needs of its members.

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