Note: 1 year contract (maternity cover)

About the team 

As a Social Media Support Specialist, you would be helping businesses across the UK 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
• 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;
• Having the opportunity to support other members of the wider Tide team
• Investigating complex issues and engaging with the PR, marketing 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 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 platform for a minimum of 1 year
• 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 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 Working 

Make work, work for you! Tide embraces and supports flexible working arrangements. We are a remote-first business that enables its employees to work remotely from anywhere in their home country. Additionally, Our Working Outside the Office (WOO) policy allows you to work from anywhere in the world, up to 90 days per year per country.

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.