Customer Support Specialist, German

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July 2

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Tide

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Finance • Fintech • B2B

Tide is an all-in-one business finance platform designed to help small and medium-sized enterprises (SMEs) manage their business finances more efficiently. It offers a range of services including business bank accounts, accounting tools, invoice management, business loans, and expense tracking. Serving over 1 million contractors, freelancers, and scaling businesses worldwide, Tide provides free business accounts and a host of integrated business tools. Tide is not a bank itself, but partners with ClearBank to offer FSCS-protected bank accounts, and it is regulated by the Financial Conduct Authority for electronic money and payment services. The platform is particularly popular in the UK, serving over 10% of all SMEs in the region, and it aims to simplify financial management for business owners so they can focus on what they love doing.

501 - 1000 employees

Founded 2015

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• As a Member Support Smart Associate 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.

🎯 Requirements

• You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). A customer-focused mindset is a must! • You have a minimum of 1.5 years of relevant experience as a phone customer support associate • You have very good verbal and written German (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 programs • Analytics knowledge to understand member plan usage and optimization

🏖️ 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 • 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