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Escalations Manager

Location: Bulgaria
Department: Customer (Member) Operations
Posted:

ABOUT TIDE

At Tide, we are building a finance 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 used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2000 employees.  

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 

As a Escalations Manager, you'll oversee employee performance, training, and awareness while managing metrics and KPIs. You'll provide feedback, compile reports using tools like Kustomer and Looker, and ensure quality fulfilment of responsibilities. Your role involves implementing measures to enhance team efficiency and results at the department level.

ABOUT THE ROLE 

  • Ensure high-quality fulfilment of Team Leads’ and Senior Associates’ responsibilities.
  • Act as the focal point for Tide’s Member Feedback process.
  • Oversee Escalations and Vulnerable Members teams’ compliance with FCA and industry standards.
  • Maintain constant communication and data exchange with Operations teams across verticals.
  • Ensure adoption and adherence to Tide’s MRCF process.
  • Observe and enforce internal procedures, rules, and customer service instructions.
  • Propose and draft new procedures to improve performance and organisation quality.
  • Provide feedback to Team Leads and Senior Associates to ensure compliance and quality standards.
  • Manage tasks, schedules, and operationally lead Team Leads and Senior Associates.
  • Support hiring and onboarding processes for Team Leads and associates as needed.

WHAT ARE WE LOOKING FOR 

  • You have excellent spoken and written English skills
  • You have a minimum of 4 years of people management experience
  • 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 WILL GET IN RETURN 

  • 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

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.

 

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

 

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

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