Escalations Associate

ABOUT THE TEAM 

As an Escalation Associate, you will be part of a team, entrusted with the most interesting, challenging and complex cases in the organization. The team is composed of exceptional, highly skilled and motivated professionals, who have years of experience handling the toughest and most important escalations.

ABOUT THE ROLE 

You will be dealing with complaints and will ultimately help mitigate new ones being filed by de-escalating and providing tailored solutions and peace of mind to our customers. You will also be assisting the C-Level team at Tide as part of the Office of the CEO escalations.

As an Escalations Associate you’ll be: 

• Taking ownership of very 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 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
• Prioritizing 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.

WHAT ARE WE LOOKING FOR 

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 2 years.
• You have excellent organisational skills and take responsibility for your workload. 

What would give you an advantage:

• 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.
• Experience in the financial industry.

WHAT YOU WILL 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

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.