Social Media Associate

Summary

Join Tide as a Social Media Support Specialist and help UK businesses thrive! You'll provide exceptional customer service on social media, analyze feedback, and contribute to a positive customer-centric culture. This role involves investigating complex issues, collaborating with other teams, and creating educational content. You'll work shifts and leverage your experience in social media management and problem-solving. Tide offers a supportive environment and various benefits, including flexible working arrangements and a remote-first culture.

Requirements

• Have excellent spoken and written English skills
• Have a good understanding of content creation and community management principles
• Be a great communicator – be able to explain complex information in a simple and easy to understand way and be confident talking with our customers
• Have experience with handling queries via at least one social media platform for a minimum of 1 year
• Enjoy finding novel ways to solve difficult problems
• Have really strong organisational skills and be able to juggle priorities to ensure that members get the best support experience
• Have good understanding of financial services terminology
• Be comfortable using industry tools like Kustomer, GSuite, and Jira

Responsibilities

• Provide the best customer experience when handling member queries and feedback on social media and review channels
• Support Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate an increase and repeat of complaints
• Help to cultivate and maintain a unique and customer-centric culture
• Have the opportunity to support other members of the wider Tide team
• Investigate complex issues and engage with the PR, marketing and content teams
• Deliver general front-line Customer Service in addition to creating small educational pieces of content for our members
• Work on shifts

Preferred Qualifications

• Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
• Have experience working in start-ups or scale-ups
• Have experience working with Agile practices

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