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Escalations Associate

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What we’re looking for:

As an Escalation Associate, you will be part of a team, entrusted with the most interesting and complex cases in Member Support. You will be dealing with the early stages of complaints and will ultimately help reduce the number of official ones being filed by de-escalating and providing tailored solutions and peace of mind to our customers.

You will also be assisting the executive team at Tide as part of the Office of the CEO escalations and will be taking part in the establishment and refinement of new and existing work processes.

As an Escalations Associate, your role in gathering and analysing data on tickets that reach the Escalations team will be instrumental in further improving the existing workflows and procedures for other areas of the company.

What we’re looking for are ambitious, highly-skilled, and highly-motivated individuals, who have demonstrated consistently great performance results and who have a proven track record in being able to de-escalate and handle difficult situations over the phone.

As an Escalations Associate you’ll be:

Taking ownership of complex cases that other teams have been unable to handle and that have led to customers requesting their concerns be reviewed by someone higher than a Team Lead or a Manager

Effectively communicating and collaborating with Tideans from other teams and departments, ensuring that all the relevant information is gathered before a resolution is provided

Efficiently providing the correct resolution to customers’ problems over the phone and/or other communication channels

Prioritising and handling escalations from the executive team at Tide as part of the Office of the CEO process

Constantly being on the lookout for any patterns in the cases reaching the Escalations Team - noting them down and highlighting areas that can be improved upon in terms of product or member experience

Staying up to date with all the latest developments in Tide in terms of product and process changes

Delivering honest and candid feedback to management on a regular basis

Exploring data and aiding with the reporting and tracking of the performance of products and services.

The non-negotiables:

You have exceptional spoken and written English skills (C1;C2 level),

You are confident in talking with customers over the phone and have experience in de-escalating difficult situations.

You enjoy finding innovative ways to solve complex problems.

You have previous experience working in customer support for at least 1 year.

You have excellent organisational skills and take responsibility for your workload

What makes you a great fit:

You are comfortable using and have previous experience with industry tools like ticketing CRMs, GSuite, Jira, and Microsoft Excel/Google Sheets.

You are always on the lookout for recurring issues and help create new workflows to solve them.

You have experience working in customer service for the finance industry.

You have some experience working in startups.

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

Competitive salary

Self & Family Health Insurance

Term & Life Insurance

OPD Benefits

Mental wellbeing through Plumm

Learning & Development Budget

WFH Setup allowance

15 days of Privilege leaves

12 days of Casual leaves

12 days of Sick leaves

3 paid days off for volunteering or L&D activities

Tidean Ways of Working

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

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 status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

#LI_KR1

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
15 days ago

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