Remote Team Lead, Premium Accounts

Summary

Join Tide in their mission to empower small businesses and help them save time and money as a Premium Accounts Team Lead.

Requirements

• You’ve spent at least three years in a team leading job with customer service and account management experience
• Personal and team-wide phone experience is a must
• Previous experience leading highly specialised, self contained teams, with their own schedule and 7 work day schedule planning and staffing
• You’re organised, pragmatic and capable of leading an interdisciplinary team; we’re after someone who’s not afraid to take the initiative and remove any blockers wherever necessary
• Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted
• You’re comfortable working in a fast-moving company where priorities can change without notice, processes may need to be created from scratch or information on next steps might not be directly available
• You have excellent communication and stakeholder management skills between peers and above and a positive goal-oriented attitude
• You have adept command of the English language, both written and verbal  - C1/C2 level
• Ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices
• Analytics knowledge to understand member plan usage and optimisation

Responsibilities

• Management of highly skilled agents and all aspects related to that task; assisting them with difficult cases and providing guidance where necessary
• Assigning and managing tasks including daily organisation of the workload
• Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide
• Reporting, analysing data, spotting patterns, improving processes and work practices proactively and with minimal guidance or supervision
• Schedule creation and organisation, including a variety of planning tasks for a small team
• Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal
• Participation in the recruitment process and acquisition of new staff in the Premium team
• Assistance with escalated queries from members which require a more hands on approach and attention to detail
• Acting as an innovative thinker, bringing fresh perspectives and ideas that drive continuous improvement and growth across the team and the wider company

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
• Familiarity with Kustomer, traditional banking and the fintech industry would be considered 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 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