Team Lead with French (Member Support)

ABOUT TIDE

At Tide, we are building a finance 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 2000 employees.

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

Team Leaders at Tide ensure smooth Member Support operations, managing teams to meet targets. The role demands leadership, ownership, and adaptability, fostering motivation and camaraderie. Handling member queries provides insights to optimize processes. Tide values perseverance, teamwork, and data-driven strategies to improve service and support member success.
ABOUT THE ROLE

• 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 of 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.

WHAT ARE WE LOOKING FOR

• You've spent at least three years in a job with customer service experience.
• You have previous experience in leading a team and managing people.
• 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 and processes may need to be created from scratch.
• You have excellent communication skills and a positive goal-oriented attitude.
• You have adept command of the English and French language, both written and verbal - C1/C2 level.
• Ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices.
• Familiarity with Zendesk, traditional banking and the fintech industry would be considered a plus.

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 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
• Share options

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model thatsupports 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.