Remote Member Support Pro Associate
at Tide

Summary

Join us in our mission to empower small businesses and help them save time and money. As a Customer Service Associate Paid Plans, 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, delivering a 5-star customer experience, getting to grips with tough banking challenges, helping mentor new members of the team, monitoring the usage and identifying new opportunities, going through multiple tailor-made trainings and courses, working on shifts, and more.

Requirements

• You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
• You have a minimum of 1.5 year of relevant experience as a phone customer support associate
• You have very good verbal and written English (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

Responsibilities

• 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

Preferred Qualifications

• 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 programmes
• Analytics knowledge to understand member plan usage and optimisation

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 in the amount 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