Frontline Team Lead with German

ABOUT TIDE

At 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.

ABOUT THE TEAM 

The Personal Contact Marketing team are a front-line team, looking to convert as many prospective/cold leads into Tide Members as possible.

ABOUT THE ROLE 

As a Frontline Team Lead, exceptional communication and stakeholder management skills are essential, as the role involves regular interaction with the team and other stakeholders. You should be able to empathise with Tideans, actively listen to their concerns, and proactively resolve issues. You must be highly motivated, with a positive attitude and a willingness to go the extra mile to provide exceptional support. Additionally, strong analytical skills are necessary, as the role involves identifying opportunities for growth and improving customer experience. Overall, successful candidates will be passionate about helping businesses succeed and dedicated to providing outstanding support to the team and the customers.

As a Frontline Team Lead you’ll be doing: 

• 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 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. 
• Working with Business areas and gathering data for product feedback

WHAT ARE WE LOOKING FOR 

What makes you a great fit: 

• You are fluent in German and English
• You have previously worked in Customer support for at least 2 years
• You have managed people for at least 1 year
• You are able to use industry tools like Kustomer, GSuite, Jira, Looker
• You have team management, leadership and coaching experience 
• You have passion for problem-solving and finding solutions to difficult situations
• You have prepared root cause analysis and action plans to address challenges or opportunities
• You are a leader who takes control and has a strong focus towards customer satisfaction
• You have strong organisational skills

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 
• 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.

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 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.