Member Support – Social Media & Escalation Specialist

Location: London
Department: Member Services
Employment Type: Full-time

Your Team

As a Social Media and Escalation Specialist at Tide (fondly referred to as a Tidean, a mighty challenger of the banking world) you’ll join an ambitious team of highly motivated, talented Tideans who love to collaborate, and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team and be data driven, as part of our team, they’ll matter to you too.

As part of this team, you would be working as a social media and escalation specialist where you will be dedicated to resolving questions or concerns raised by our members via social media channels. You will be on hand to resolve any faqs and escalated queries from start to finish. You will monitor our social media channels and respond to any member queries or complaints. This includes handling escalated calls, emails or in-app messages, liaising with other departments in the business to help resolve escalations and providing feedback to help improve our members experience

About You

Let’s not beat around the bush. We’re an international scale up, we’re busy! If fast paced environments, cross team exposure, inquisitive freedom and the ability to have a real impact on a rapidly growing scale up appeals to you, then you already have the mind of a Tidean. If you have that along with the following experience, we’d love to hear from you.

The non-negotiables:

– Applicants must demonstrate an advanced level of problem solving.

– Be well organised

– Ability to work in a fast-paced office environment

– Experience within an escalation or complaint handling role

– Experience within a social media role

– Excellent written skills

The highly desirables;

– Experience within banking or finance

– Experience with ZenDesk

– Excellent telephone manner

– Ability to work in a team environment

About Tide

With over 100,000 members, we’re the leading provider of SME business accounts in the UK. Why? Because we’re solving a real world problem by being passionate about helping our Members.

SME’s have been underserved and overlooked by traditional banks for years. In an entrepreneurial age where everyone is expected to take a shot, traditional banks have not evolved with the needs of the market. That’s where Tide comes in.

With quick on-boarding, low fees and innovative features, we thrive on making data driven decisions to help SMEs save both time and money.

Here’s what we think about diversity and inclusion…

Diversity is what makes our world interesting. Fact. We don’t build our product for one type of person, Tide is here for everyone. And that’s how we build our teams. We’re a melting pot of different cultures, races, religions, girls who like girls, boys who like boys and those who like both. We’re proud of the fact that we represent society and it will always be our mission to do so. Everyone here is given a voice, and if you like the sound of that, we’d encourage you to come and find your voice here, too.