Member Support Smart Associate - Remote

Overview

As a Member Support Smart Associate at Tide, you will provide top-tier phone support to paid members, fostering relationships and driving revenue while ensuring a 5-star customer experience.

In Short

• Communicate daily with customers mainly over the phone.
• Provide first-class support over chat and email.
• Follow established procedures and improve existing processes.
• Deliver a 5-star customer experience based on metrics.
• Handle banking challenges like missing payments and direct debits.
• Mentor new team members and assist with back office tasks.
• Monitor usage and identify new opportunities based on feedback.
• Participate in training to elevate skills and knowledge.
• Work on shifts, including weekends and holidays.

Requirements

• Experience in phone customer support.
• Minimum of 1.5 years relevant experience.
• Very good verbal and written German (C1 or higher).
• Comfortable using industry tools like Kustomer and GSuite.
• Upbeat and energetic with solid problem-solving skills.
• Strong communication skills with customers and the business.
• Ability to self-drive and multitask.

Benefits

• 25 days paid annual leave.
• 3 paid days off for volunteering or L&D activities.
• Extended maternity and paternity leave.
• Personal L&D budget of 1000 BGN per year.
• Additional health & dental insurance.
• Mental wellbeing platform.
• Fully covered Multisports card.
• Food vouchers.
• Snacks and drinks in the office.
• WFH equipment allowance.
• Flexible working from home.
• Sabbatical Leave.