Member Feedback Manager

Location: Sofia
Department: Member Support

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is  transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale. 

What we’re looking for:

As a Member Feedback Manager, you will be responsible for the overall activity of exercising control over the accurate and quality fulfillment of the obligations of the employees in the Member Feedback area. Organizing and conducting initial and follow-up trainings, ensuring employee awareness, providing feedback and compiling reports (Kustomer, Looker, Excel) to the upper management and operational areas. You will be responsible for all metrics and KPIs on a department level and will be expected to implement measures to improve team results and efficiency.

As a Member Feedback Manager you’ll be: 

  • Ensuring the accurate and high-quality fulfilment of the obligations of Team Leads and Senior Associates within the area
  • The focal point in Tide’s Member Feedback process
  • Ensuring Escalations and Vulnerable Members teams are performing up to industry standards and FCA requirements
  • A constant communication and exchange data with Operations teams across all verticals
  • Overseeing the adoption and adherence to Tide’s MRCF process
  • Observing all procedures described in the department database containing internal procedures, rules and articles with customer service instructions
  • Assisting in the preparation of new procedures and the improvement of existing ones by making proposals, drafting procedures in order to improve the organization and quality of performance 
  • Providing feedback to the Team Leads and Senior Associates in the department in case of poor performance of duties and/or non-compliance with the procedures, as well as in quality fulfilment of obligations, in order to ensure compliance with the established standards of quality, productivity and customer service of employer`s counterparties
  • Ensuring successful teamwork, striving to create a supportive work environment in the department
  • Operationally managing the Team Leads and Senior Associates, allocating tasks and approving work schedules for the employees in the department within the time limits specified by the employer
  • Ensuring employee awareness of product and procedural changes affecting the department
  • Preparing individual statistics on the speed and quality of the work of the employees in the Member Feedback Department
  • Participating in the interviewing and hiring of Team Leads and associates, if necessary

What makes you a great fit: 

  • You have excellent spoken and written English skills
  • You have a proven track record in Managing Servicing Teams
  • You are confident in your presentation skills and stakeholder management
  • You enjoy finding novel ways to solve difficult problems and improve existing processes
  • You have a strategic mindset
  • You are always on the lookout for recurring issues and help create new workflows to solve them
  • You have really strong organisational skills
  • You are self-driven, responsible and energetic

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 90 days of the year. Plus, you’ll get:

  • 25 days holiday
  • Additional health and dental insurance
  • Fully covered Multisport card
  • Food vouchers
  • We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off
  • Snacks, light food, drinks in the office
  • Enhanced family-friendly leave
  • Flexible working

Tidean Ways of Working 

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

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 status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.