Sales Onboarding Team Lead with German

Location: Bulgaria
Department: Customer (Member) Operations


Department: Member Accession Marketing 

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 want 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: Sales Onboarding Team Lead

As a Sales Onboarding Team Lead you will be responsible for building and scaling a phone based sales team focused on converting as many potential members who have expressed an interest in joining Tide and haven’t yet completed their application.

This is a team that already exists in the UK market, and it’s your chance to replicate and create your own mini-startup within Tide, for the German market. You’re responsible for developing a team culture that demands the highest standards of excellence and continually promotes simplicity.

  • You’ll be hands on, in the initial phase you’ll be willing to jump in and conduct your own calls to learn, work towards revenue targets and set call structure and targets in the team

  • You’ll work towards delivering company OKRs through setting challenging KPI’s for the team to show growth – you’ll be target driven and motivated by driving the sale over the line

  • You’ll be entirely responsible for orchestrating the growth of the Onboarding Team through the recruitment process and acquisition of new staff

  • Once your team are in situ, you’ll be responsible for listening to your teams calls and ensuring that they are of the highest quality, coaching on best practices and ways for them to improve. It’s important that we deliver the highest quality service to our potential members and business partners (internal & external)

  • You’ll be entrepreneurial, with a data driven mindset, constantly looking for new tests you can execute to further improve your team’s performance. This will involve continual review of, and and desire to improve, business practices and processes

  • You’ll be organizing the operations for your team, establishing processes and building dashboards to monitor their performance

  • You must be on hand and prepared to handle and swiftly resolve any crises or challenges that may arise, maintaining team morale and focus. You’ll pivot rapidly and embrace and drive change

  • Working with internal and external stakeholders, and optimizing workflows and process improvements to remove roadblocks for our Onboarding Agents and members:

    • Product – Collaborating with our product team to provide regular member insights on the Onboarding Journey process and identifying and suggesting changes for improvement – tracking and owning these to delivery 

    • KYC – Working collaboratively with KYC to ensure a smooth and rapid member onboarding experience and owning any changes that are required 

    • Marketing:

      • Take a lead role in defining the GTM approach for the launch of new products. Take a consultative approach, ensuring you’re driving sales from all marketing leads channels and sharing useful member insights and recommendations with marketing so that their financial investment is well spent. 

      • Supporting our performance marketing team on new initiatives to drive signup and revenue for Tide 

    • Compliance –  Working closely with the compliance team, responsible for ensuring all your team's calls and interactions are entirely compliant, always putting member experience first. 


What makes you a great fit:

  • You have excellent written and spoken German language

  • You’ve spent at least three years in a sales / customer experience management / front line experience role 

  • You have previous experience in leading a team and managing people

  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch

  • 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 data driven and process oriented. You’re able to generate robust processes, and detect patterns, recognize opportunities for change and improvement of processes or established work practices. 

  • Effective communicator both internally and externally

  • Ability to lead change and deliver business results.

  • Strong organisational skills, with a demonstrated ability to achieve deadlines and priorities effectively.

  • Possess high levels of motivation, drive and strong success orientation

  • You have excellent communication skills and a positive goal-oriented attitude. 

  • You have adept command of the German language, both written and verbal  – C1/C2 level. 

  • Familiarity with Kustomer, traditional banking and the fintech industry would be considered a plus. 



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 assigned Indian state. Additionally, you can work from a different country or Indian state for 90 days of the 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 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’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.