Tide
Finance / FinServ
PremiumGermanSupportAssociate
Neural analysis suggests this role is
optimal for Mid candidates.
“Premium German Support Associate at Tide. Skills: customer support, German language proficiency, problem-solving. Communicating daily with customers mainly over the phone. Providing first-class support over chat and email based on capacity and voice”
What You'll Achieve.
Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance)
Industry & Context.
solid problem-solving skills; Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, direct debits
Working on shifts (weekends and holidays included)
What They're Looking For.
Must Have
minimum of 1.5 years of relevant experience as a phone customer support associate, very good verbal and written German (C1 or higher), comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira, upbeat and energetic, with solid problem-solving skills, robust communication with the customer and back to the business, ability to self-drive and multitask, team collaboration skills, high ethics and morale
Nice to 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 programs, Analytics knowledge to understand member plan usage and optimization
What You'll Do.
Communicating daily with customers mainly over the phone
Providing first-class support over chat and email based on capacity and voice
Following established procedures and guidelines
Participating in creating new processes or improving existing ones
Delivering a 5-star customer experience based on a set of pre-defined metrics
Getting to grips with tough banking challenges like unfamiliar transactions
Mentoring new members of the team
Supporting new team members with wisdom and experience
Helping out with common back office tasks
Monitoring usage and identifying new opportunities based on customer feedback
Staying on the pulse for what's happening in the market
Going through multiple tailor-made trainings and courses
Working on shifts (weekends and holidays included)
How You'll Work.
Team & Collaboration
Helping mentor new members of the team; Support them with your wisdom and experience; team collaboration skills
Communication Scope
very good verbal and written German (C1 or higher); comfortable talking to customers on the phone; experience liaising with and responding to member queries; robust communication with the customer and back to the business
Full Job Description
ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE TEAM The Paid Plans Support Team at Tide provides top-tier phone support to paid members, fostering relationships and driving revenue. We prioritize customer needs, embrace challenges, and uphold high ethical standards. We seek proactive, reliable individuals who take ownership, demonstrate high energy, and contribute to our award-winning customer service. ABOUT THE ROLE As a Member Support Smart Associate you’ll be: Communicating daily with customers mainly over the phone. Providing first-class support over chat and email based on capacity and voice volume; Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones; Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quali
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