Social Media Associate with German

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

As a Social Media Support Specialist, you would be helping businesses across the UK and German markets to become success stories every day. You’ll love talking to people, and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year.

About the role

As a Social Media Support Specialist you’ll be

Providing the best customer experience when handling member queries and feedback on social media and review channels both in German and English;

Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate an increase and repeat of complaints;

Helping to cultivate and maintain a unique and customer-centric culture on Tide’s public channels using Tide’s Tone of Voice;

Having the opportunity to support other members of the wider Tide team

Investigating complex issues and engaging with the PR, Marketing, Product and Content teams;

Delivering general front-line Customer Service in addition to creating small educational pieces of content for our members;

Working on shifts.

What we are looking for

You have excellent spoken and written English and German skills

You have a good understanding of content creation and community management principles.

You are a great communicator – you are able to explain complex information in a simple and easy to understand way and be confident talking with our customers

You have experience with handling queries via at least one social media or review platform for a minimum of 1 year

You show ownership in your work and feel comfortable dealing with ambiguity

You enjoy finding novel ways to solve difficult problems

You have really strong organisational skills and you are able to juggle priorities to ensure that members get the best support experience

You have good understanding of financial services terminology

You enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks

You are comfortable working with targets and KPIs

You are comfortable using industry tools like Kustomer, GSuite, and Jira

You have experience working in start-ups or scale-ups

You have experience working with Agile practices

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 Work