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Salary: EUR 20,000 - 22,500 / annual
Tide is a fintech platform transforming small business banking, serving over 2 million SMEs globally across the UK, India, Germany, and France. The company offers business accounts, invoicing, accounting, and administrative solutions designed to help SMEs save time and money.
As a Premium Accounts Associate, you will deliver high-touch, personalized support to Tide's Premium members—serving as both trusted advisors and dedicated account managers. This role goes beyond standard customer service, focusing on building long-term relationships and ensuring exceptional member experiences.
Key responsibilities include:
- Provide premium-level support primarily via phone, with chat and email support as needed
- Manage complex and sensitive cases with ownership, accuracy, and a solutions-first approach
- Deliver 5-star experiences measured by CSAT, TPH, and QA metrics
- Build deep relationships through in-depth product knowledge and anticipating member needs
- Mentor colleagues and share expertise with new team members
- Contribute to continuous process improvement by identifying gaps and shaping workflows
- Work flexible shifts including weekends and holidays while maintaining top performance
- Stay aligned with industry trends to reinforce Premium as a supreme-class service offering
You bring minimum 3 years of experience in premium support, account management, or client-facing roles where service excellence was a priority. You have strong problem-solving skills, exceptional written and verbal communication (near-native or native English), and high attention to detail. You're proactive, empathetic, and thrive in high-performance collaborative environments.
Assets include background in fintech, SaaS, or fast-paced tech companies; experience with membership-based services or subscription models; and exposure to analytics or reporting.
Tide offers 25 days paid annual leave, 3 paid L&D/volunteering days, extended parental leave, personal L&D budget, health and dental insurance, mental wellbeing platform, sports card, and food vouchers.
