Member Support Premium Accounts Associate

Job Description

Tide is seeking a Member Support Premium Accounts Associate to join their Paid Plans Support Team in Bulgaria. The company is dedicated to providing first-class service to its paid account members, primarily through phone support. The ideal candidate will manage and nurture relationships with SME clients, delivering award-winning customer support and contributing to the team's collective success.

The role involves communicating daily with customers mainly over the phone, providing support over chat and email, following established procedures, and delivering a 5-star customer experience. The associate will also help mentor new team members, monitor usage, and identify new opportunities based on customer feedback.

Responsibilities include:

• 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

Requirements:

• Comfortable talking to customers on the phone and have experience liaising with and responding to member queries
• Minimum of 1.5 year of relevant experience as a phone customer support associate
• Very good verbal and written English (C1 or higher)
• Comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira
• Upbeat and energetic, with solid problem-solving skills
• Robust communication with the customer and back to the business
• Ability to self-drive and multitask, as well as strong team collaboration skills, high ethics and morale

The role offers:

• 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