Premium German Support Associate

ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE TEAM The Paid Plans Support Team at Tide provides top-tier phone support to paid members, fostering relationships and driving revenue. We prioritize customer needs, embrace challenges, and uphold high ethical standards. We seek proactive, reliable individuals who take ownership, demonstrate high energy, and contribute to our award-winning customer service. ABOUT THE ROLE 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. WHAT ARE WE LOOKING FOR 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 WHAT YOU WILL GET IN RETURN 25 days paid annual leave 3 paid days off for volunteering or LD activities Extended maternity and paternity leave covered by the company ... (truncated, view full listing at source)