Customer Support Specialist with German (24/7 shifts)

ABOUT THE TEAM

The Fraud Rapid Response team at Tide ensures businesses across Germany remain safe and compliant by providing 24/7 support. They play a critical role in protecting member accounts, resolving issues proactively, and maintaining communication during compliance checks. Their efforts help save businesses time and money, fueling their growth and success.

ABOUT THE ROLE

• Attending calls on an emergency inbound phone line for fraud reports
• Working with other financial institutions to recover funds
• Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital. 
• Helping members understand what is required from them and keeping them up to date throughout various stages of investigation
• Exploring data and aiding with reporting in order to track the performance of products and services. 
• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

WHAT WE ARE LOOKING FOR

• You have C1 level and above in spoken and written German and B2 level in spoken and written English.
• You have at least 2 years of customer service experience, including 1 year in international inbound phone support.
• Experience with vulnerable customers or fraud cases will be an advantage.
• You are confident communicating with customers and guiding them through challenging situations.
• Spotting patterns and proposing product or experience improvements comes naturally to you.
• You are always on the lookout for recurring issues and help create effective workflows to address them.
• You have strong organizational skills and are proficient in tools like Kustomer, GSuite, and Jira.
• You are comfortable working in 24/7 rotational shifts, though we consider preferences when scheduling.

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

TIDEANS WAY 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.