[Hiring] Social Media Associate @Careers at Tide

Role Description

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.

Qualifications

• Excellent spoken and written English and German skills;
• Good understanding of content creation and community management principles;
• Great communicator – able to explain complex information in a simple and easy to understand way;
• Experience with handling queries via at least one social media or review platform for a minimum of 1 year;
• Ownership in work and comfort dealing with ambiguity;
• Enjoy finding novel ways to solve difficult problems;
• Strong organisational skills and ability to juggle priorities;
• Good understanding of financial services terminology;
• Enjoy mentoring new members of the team and supporting them with common back office tasks;
• Comfortable working with targets and KPIs;
• Comfortable using industry tools like Kustomer, GSuite, and Jira;
• Experience working in start-ups or scale-ups;
• Experience working with Agile practices.

Benefits

• 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.

Company Description

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 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.