Customer Support Executive with German (Onboarding)

About the team

The Onboarding Team is a front-line team, looking to convert as many prospective/cold leads into becoming a Tide Member and taking advantage of many Tide products during their Onboarding period. We collaborate with marketing, product and the KYC Teams to ensure a seamless Onboarding experience for prospective members, providing key insights to all stakeholders.

About the role

As a Customer Support Executive with German (Onboarding), you will act as a key liaison between Tide and potential members, ensuring they see the value of joining a leading fintech company. Your role combines excellent customer service with strong sales skills to convert leads into full Tide members.  Why? Tide is growing, and with that comes a high level of interest. So much so that there’s not enough time to convert each interest into a new Tide member – so this is where you come in!

As a Customer Support Executive with German (Onboarding) you will

• Call potential members that have downloaded the Tide app but sometimes, as life gets in the way, they have not signed up. Your job is to follow up with them and guide them through the onboarding process
• Walk potential members through our signup process, answer their questions and use your persuasion skills to highlight Tide's unique benefits and convert them into full-fledged Tide Members!
• Build rapport with our prospective members to identify areas to upsell relatable Tide products. 
• Work with the KYC team to ensure that the members have provided all the correct documentation and will troubleshoot any issues that come their way. For this reason, you’ll need to be technically-minded.
• As we grow rapidly and new products introduced to our member base, your aim is to utilize your upselling skills to offer a range of Tide Products to our prospective leads. 

What we are looking for

• Native-level proficiency in spoken and written German
• Previous customer service or telesales experience
• Focused on revenue and can up-sell to our prospective members
• A self-starter that is target-driven
• Comfortable with adapting to constant change and shifting priorities
• Member first mentality
• Self-motivated and conscientious, wanting to make a real difference to the business
• Ideally some knowledge of compliance, KYC, AML, and associated regulations or previous FinTech experience 
• You may also have experience of using Zendesk or similar and Predictive (or power) dialer

What you’ll get in return

• Salary €17,600.00 - €19,800.00 gross annual 
• 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