Account Management Team Lead

ABOUT THE TEAM

The Premium Accounts Support Team at Tide is dedicated to providing industry leading, first-class service to our paid account members with a focus on phone support. Our mission is to manage, maintain, and nurture relationships, generating revenue for Tide and adding value for our SME clients by delivering award-winning customer support.

Our team thrives on proactivity and a willingness to tackle new challenges. Central to our success is placing the customer at the heart of everything we do. We seek individuals who are ready to take responsibility, demonstrate high energy and reliability, and uphold high ethical and moral standards. As an integral part of our team, each member is committed to contributing to our collective success and ensuring exceptional support for our clients.

ABOUT THE ROLE

As a Premium Accounts Team Lead you’ll be responsible for: 

• Management of highly skilled agents and all aspects related to that task; assisting them with difficult cases and providing guidance where necessary. 
• Assigning and managing tasks including daily organisation of the workload.
• Mentoring 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 proactively and with minimal guidance or supervision.
• Schedule creation and organisation, including a variety of planning tasks for a small team.
• 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 the Premium team.
• Assistance with escalated queries from members which require a more hands on approach and attention to detail.
• Acting as an innovative thinker, bringing fresh perspectives and ideas that drive continuous improvement and growth across the team and the wider company.

WHAT ARE WE LOOKING FOR

• You’ve spent at least three years in a team leading job with customer service and account management experience. Personal and team-wide phone experience is a must.
• You have previous experience leading highly specialised, self contained teams, with their own schedule and 7 work day schedule planning and staffing.
• 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 without notice, processes may need to be created from scratch or information on next steps might not be directly available.
• You have excellent communication and stakeholder management skills between peers and above and a positive goal-oriented attitude. 
• You have adept command of the English language, both written and verbal  - C1/C2 level. 
• Ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices. 
• Analytics knowledge to understand member plan usage and optimisation.

It would be considered as an asset if you have:

• Experience in Fin-tech, a start-up or a fast-growing tech company
• Experience working in subscription and/or app-based business models
• Experience with membership programmes
• Familiarity with Kustomer, traditional banking and the fintech industry would be considered a plus.

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. 

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