Social Media Associate

About TideAt Tide, we are building a business management 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 used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and 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. Note: 1 year contract (maternity cover)About The TeamAs 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 RoleAs a Social Media Support Specialist you’ll be:

Providing the best customer experience when handling member queries and feedback on social media and review channelsSupporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate an increase and repeat of complaintsHelping to cultivate and maintain a unique and customer-centric culture;Having the opportunity to support other members of the wider Tide teamInvestigating complex issues and engaging with the PR, marketing and content teamsDelivering general front-line Customer Service in addition to creating small educational pieces of content for our membersWorking on shiftsWhat We Are Looking ForYou have excellent spoken and written English skillsYou 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 customersYou have experience with handling queries via at least one social media platform for a minimum of 1 yearYou enjoy finding novel ways to solve difficult problemsYou have really strong organisational skills and you are able to juggle priorities to ensure that members get the best support experienceYou have good understanding of financial services terminologyYou enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasksYou are comfortable using industry tools like Kustomer, GSuite, and JiraYou have experience working in start-ups or scale-upsYou have experience working with Agile practicesWhat You’ll Get In Return25 days paid annual leave 3 paid days off for volunteering or L&D activitiesExtended maternity and paternity leave covered by the companyPersonal L&D budget in the amount of 1000 BGN per yearAdditional health & dental insuranceMental wellbeing platform Fully covered Multisports cardFood vouchersSnacks, light food, drinks in the officeWFH equipment allowanceFlexible working from homeSabbatical LeaveTidean 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 EVERYONEAt 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 or differently-abled 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. At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard. You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.