Social Media Associate with German

BulgariaOn-siteengineering 3w ago

ABOUT TIDE

At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.

Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.

Tide facts:

Tide is available for UK, Indian, German and French SMEs
Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly
Over $300 million raised in funding
Over 2,800 Tideans globally
Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

About the team

As a Social Media Support Specialist, you would be helping businesses across the UK and German markets to become success stories every day. You’ll love talking to people, and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year.

About the role

As a Social Media Support Specialist you’ll be:

Providing the best customer experience when handling member queries and feedback on social media and review channels both in German and English;
Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate an increase and repeat of complaints;
Helping to cultivate and maintain a unique and customer-centric culture on Tide’s public channels using Tide’s Tone of Voice;
Having the opportunity to support other members of the wider Tide team
Investigating complex issues and engaging with the PR, Marketing, Product and Content teams;
Delivering general front-line Customer Service in addition to creating small educational pieces of content for our members;
Working on shifts.

What we are looking for

You have excellent spoken and written English and German skills
You have a good understanding of content creation and community management principles.
You are a great communicator – you are able to explain complex information in a simple and easy to understand way and be confident talking with our customers
You have experience with handling queries via at least one social media or review platform for a minimum of 1 year
You show ownership in your work and feel comfortable dealing with ambiguity
You enjoy finding novel ways to solve difficult problems
You have really strong organisational skills and you are able to juggle priorities to ensure that members get the best support experience
You have good understanding of financial services terminology
You enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
You are comfortable working with targets and KPIs
You are comfortable using industry tools like Kustomer, GSuite, and Jira
You have experience working in start-ups or scale-ups
You have experience working with Agile practices