Team Lead with French (Member Support)

ABOUT THE TEAM

Team Leaders at Tide ensure smooth Member Support operations, managing teams to meet targets. The role demands leadership, ownership, and adaptability, fostering motivation and camaraderie. Handling member queries provides insights to optimize processes. Tide values perseverance, teamwork, and data-driven strategies to improve service and support member success.

ABOUT THE ROLE 

• Management of agents and all aspects related to that task - assisting them with difficult cases and providing guidance where necessary. 
• Assigning tasks including daily organisation of the workload.
• Mentoring of employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide. 
• Reporting, analysing data, spotting patterns, improving processes and work practices. 

• Schedule creation and organisation, a variety of planning tasks.
• Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal. 
• Participation in the recruitment process and acquisition of new staff in Member Support.
• Assistance with escalated queries from members which require a more hands on approach and attention to detail. 

WHAT ARE WE LOOKING FOR 

• You’ve spent at least three years in a job with customer service experience. 
• You have previous experience in leading a team and managing people. 
• You’re organised, pragmatic and capable of leading an interdisciplinary team; we’re after someone who’s not afraid to take the initiative and remove any blockers wherever necessary. Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted.   
• You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch.
• You have excellent communication skills and a positive goal-oriented attitude. 
• You have adept command of the English and French language, both written and verbal  - C1/C2 level. 
• Ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices. 
• Familiarity with Zendesk, traditional banking and the fintech industry would be considered a plus.

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
• Share options

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.