Customer Success Specialist
Location:
Bulgaria
Department:
Customer (Member) Operations
Posted:
About Tide
At Tide, we are building a finance & admin 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 the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 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
Funding Options joined the Tide family in early 2023. Through their panel of 100 leading lender partners, Funding Options supports UK SMEs to get the right finance in place so they can trade, plan and grow with confidence. Through our multi award-winning platform, Funding Cloud, they can effectively match customers to the right lender and finance product that best suits their needs in minutes with funding decisions in as little as 20 seconds, giving every customer a 5 Star experience whether successful or not, through our sheer professionalism and outstanding standard of customer service.
About the role
This customer-facing role will focus on understanding the requirements of our customers and assisting them through the journey to find the best financial solution, ensuring that all of our customers have delightful, memorable experiences.
Some of the things you’ll be doing:
- Managing inbound communications from our customers
- Proactively contact prospective customers exploring finance options on our website and inbound enquiries
- Ensuring all customers are supported through our digital journey with a successful outcome of securing the funds they require
- Deal assistance; working with Lenders and also our in house Business Finance Specialists at each stage of the sales process
- Confidently pitch lending products on behalf of our panel of lenders most suitable for our customers
- Maintain accurate, up-to-date information on any prospects that you speak with (in Salesforce)
- Monitoring and identify trends & anticipate needs to help you identify quality businesses who would need Funding Options whilst adding new or updated customer profile information into Salesforce
- Ensuring that sales technologies, such as our CRM are used accurately, promptly and correctly to enable effective data collation and reporting
What we are looking for
- An obsession for delivering the highest level of customer service, along with superior communications skills
- Ability to engage and quickly establish strong working relationships
- A results-oriented work ethic with impeccable attention to detail, determination and drive
- A passion for small businesses and helping them achieve their dreams
- Ability and desire to work in a fast-paced environment and effectively engage with Customers to understand their customer’s requirements/needs so you can guide them to the solution
- Work well independently as well as collaboratively with the wider business
- You are self-motivated and have the ability to manage and to plan your day.
- Ability to work well under pressure
- Ability to troubleshoot issues quickly and effectively
- Experience working on the telephones – sales or call centre based environments
- Works effectively in virtual teams with colleagues, customers, suppliers and others
What you’ll get in return:
Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you’ll get:
- 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 Multisport card
- Food vouchers
- Snacks, light food, drinks in the office
- WFH equipment allowance
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.