Team Lead Escalations

ABOUT TIDE

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE ROLE

The Escalations Team is responsible for taking ownership of the most complex situations and scenarios in Member Support. The team are highly skilled and trained to manage a variation of circumstances from ill health to mental capacity whilst empowered to agree tailored solutions for our customers, providing support and peace of mind.

You will be responsible for providing support to customers who require tailored solutions due to various circumstances, while protecting the reputation of Tide by getting things right and in line with our Member First approach.

• Managing  a team of associates who will be handling queries from members who have expressed dissatisfaction and are expecting a resolution from us


• Coaching and supporting the team to ensure fairness and consistency


• Acting as a bridge between our support and other teams in order to prevent escalations where possible


• Managing the performance of the team and providing constructive feedback


• Liaising with other stakeholders in the business, highlighting any needs for change


• Promoting use of phone calls to enable swift and remedial actions when necessary

Performance Analysis: Establish KPIs and analyse data to drive product enhancements.]

WHAT WE ARE LOOKING FOR

• You have significant team management, leadership or coaching experience 


• You are a leader who takes control and has a strong focus towards customer satisfaction


• You demonstrate excellent written and oral communication skills


• You demonstrate excellent written and verbal English skills


• You possess effective problem-solving skills and attention to detail


• You are empathetic and work well with others


• You possess strong negotiating and expectation management skills, especially verbally


• You have previous experience of liaising with stakeholders using persuasive skills to drive change

WHAT YOU’LL GET IN RETURN

• 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

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.