Note: 1 year contract (maternity cover)

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,600 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About the team

As a Member Feedback Associate, 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 performing root cause analysis. You will play a key part in helping Tide’s Member Feedback team expand by participating in the Member Feedback and MRCF process.

About the role

As a Member Feedback Associate you’ll be:

• Providing the great customer experience when handling member feedback tickets
• 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;
• Investigating complex issues and engaging with the operations, marketing and product teams
• Providing regular feedback and analysis to key stakeholders and business areas
• Working on shifts

What we are looking for

• You have excellent spoken and written English skills
• 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 good presenting and analytical skills
• 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 are comfortable using industry tools like Kustomer, GSuite, and Jira
• You have experience working in start-ups or scale-ups

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.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.