Team Lead with French

Job Description

Tide is seeking a Team Lead with French to ensure smooth Member Support operations. The Team Lead will manage a team to meet targets, provide leadership, ownership, and adaptability, fostering motivation and camaraderie. The role involves handling member queries, providing insights to optimize processes, and implementing data-driven strategies to improve service and member success.

Responsibilities:

• Management of agents and all aspects related to that task.
• Assigning tasks, including daily workload organization.
• Mentoring employees and monitoring their progress.
• Reporting, analyzing data, spotting patterns, and improving processes.
• Schedule creation and organization.
• Liaison between different departments and team leads.
• Participation in the recruitment process.
• Assistance with escalated member queries.

Requirements:

• At least three years of customer service experience.
• Previous experience in leading a team and managing people.
• Organized, pragmatic, and capable of leading an interdisciplinary team.
• Excellent communication skills and a positive, goal-oriented attitude.
• Adept command of English and French (C1/C2 level).
• Ability to detect patterns and recognize opportunities for process improvement.
• Familiarity with Zendesk, traditional banking, and the fintech industry is a plus.

Benefits:

• 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 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.
• Share options.