Customer Support Executive with German (Onboarding)

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 ROLE  The Vulnerable Team is responsible for taking ownership of the most sensitive and complex situations in Member Support. As an agent on this team, you will be highly trained to manage a wide variation of delicate circumstances—ranging from physical or mental ill-health to financial distress and mental capacity issues. You will be empowered to provide peace of mind and implement tailored solutions for our UK members. * Provide Dedicated Support: Serve as the direct point of contact for members requiring tailored solutions due to vulnerable circumstances, ensuring every interaction aligns with our "Member First" approach. * De-escalate & Calm: Manage high-pressure phone calls and live chats from members expressing extreme distress, anxiety, or dissatisfaction, using advanced soft skills to de-escalate tension and rebuild trust. * Multi-Channel Proficiency: Switch efficiently between writing compassionate, clear chat/email responses and conducting supportive phone calls to drive swift, reassuring resolutions. * Prevent Unnecessary Escalations: Actively review full conversation histories and use meticulous attention to detail to resolve queries comprehensively on the first contact, breaking the cycle of delayed responses. * Advocate for Gaps: Spot trends in vulnerable member struggles and highlight areas for process improvement to help upgrade our internal tooling, guidelines, and response times. * Document and Collaborate: Write highly detailed, clear, and objective internal notes regarding member circumstances (ensuring absolute compliance with strict data protection and DSAR guidelines) while collaborating with specialized back-office teams. ABOUT YOU You have a deep sense of empathy and a proven track record of directly handling complex customer situations, distressed individuals, and sensitive queries - ideally within an FCA - regulated environment. You understand that behind every ticket is a real person facing a challenging time. You are a master of calm under pressure, able to seamlessly balance phone and chat support while dealing with highly emotionally charged situations. We are on the lookout for a resilient communicator who possesses flawless English skills, an unmatched eye for detail, and a natural drive to look for room for improvement. You don’t just read words on a screen; you understand the human context, think outside the box, and take absolute ownership to deliver a seamless, barrier-free journey for our vulnerable members. WHAT ARE WE LOOKING FOR  The ideal candidate will have: * Exceptional English Skills: You demonstrate flawless written and verbal English communication, allowing you to explain complex financial processes simply and compassionately to UK members. * Resilience Under Pressure: You have experience supporting customers through intense emotional distress (including health crises or severe financial hardship) without compromising your composure or quality of service. * Excellence at Expectation Management: You possess strong verbal negotiation skills and can confidently guide a conversation, set realistic timelines, and deliver difficult news while keeping the customer calm. * Deep Empathy & Active Listening: You possess natural emotional intelligence, allowing you to validate a member's feelings, read between the lines of a chat message, and catch subtle indicators of vulnerability. * High Attention to Detail: You don't skip lines or skim text; you catch every detail of a member's account history to ensure your resolution is accurate the first time. * An Evaluation Mindset: You constantly question your own work, looking for room for improvement in your phrasing, response times, and problem-solving approach. * Collaborative Team Player Mindset: You work seamlessly alongside technical, fraud, and compliance teams to champion the welfare of the member while protecting the business. WHAT YOU WILL GET IN RETURN * Salary: €20,000.00 - €22,500.00 annual gross  * 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  * Additional health & dental insurance * Mental wellbeing platform  * Fully covered Multisports card * Food vouchers * Snacks, light food, drinks in the office * WFH equipment allowance * Sabbatical Leave * Transportation bonus to cover office commute under the hybrid work arrangement 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. #LI-NZ1 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.   Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: * Tide does not charge any fees at any stage of the recruitment process. * All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. * Communication from Tide will only come from an official @tide.co email address. * Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.   Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy. Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

Purpose of Position Working as a Technical Onboarding Support Executive, or internally a Global Integration Analyst within the Technical Services department, you will be assisting in launching some of the top brands onto our Network by means of providing a high level of Technical Support during the Integration Process.  This is a fast-paced role where you will be liaising with both the client’s marketing and technical sides to make sure the implementation of our bespoke online tracking technology is successfully delivered on time in accordance with the agreed campaign specifications. Excellent communication skills and a keen eye for details are essential to become a successful candidate. This is a hybrid role with semi-regular in-office working required as part of the role.  Key Tasks Assisting clients when launching onto the Network by providing detailed and thorough Technical Integration Support, which includes…  * Acting as the ‘middle-man’ to give technical guidance clearly and concisely * Isolate errors quickly within client setups and provide feedback on possible solutions * Negotiate and objection handle below standard setups that do not align with team targets * Contributing to the monthly Integration Team targets, which are incentivised on over-performance * Review fellow team members' work for the purpose of technical sign-off * Report technical issues/bugs with the platform and escalating as appropriate * Administration of a knowledge base used internally and externally * Provide high level training to internal colleagues * Testing of new developments and features  Whilst the above is a guide to general expectation of the role, we expect this position to evolve allowing you greater scope to gain both knowledge and experience within the online and affiliate market place.   As a hard-working member of the team, it is anticipated that you will in time use the skills developed in this role to form a solid basis for upward progression within the company. Skills & Expertise * Ability to understand web languages such as basic HTML, SQL, JavaScript and ideally PHP. * Familiar with E-commerce platforms and their use. * Fluent English and German language skills (C1+) * Strong analytical skills while also ‘seeing the bigger picture’ * Strong communication skills, ideally with customer service experience where you understand the importance of relationship building. * Strives to continually improve productivity and quality of work produced * Self-motivated and a self-starter * Understands the importance of processes and procedures and the application of these * Ability to work in a fast-paced and dynamic environment * Ability to work harmoniously and effectively as part of a work team * IT-related degree or relevant work experience    Our Offer * Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance. * Flexi-office: We offer an international culture and flexibility through our hybrid/remote working scheme which is designed to foster a culture of mutual trust and working flexibility. * Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace when working from home. * Health and Wellbeing: With our support and access to various initiatives and sports offers, you can focus on your mental and physical wellbeing. * Development: We’ve built our extensive training suite, Awin Academy, to cover a wide range of skills that support your professional and personal growth, with trainings conveniently packaged to help your overall development. * Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer recognition programme. We are hiring in multiple countries for this role. Additional benefits, including health and wellbeing offerings, will be discussed during the initial interview. Established in 2000, Awin is proud of our dynamic, social and inclusive culture. Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities. Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know. Awin is part of the Axel Springer group. Learn more at axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why   Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.     #LI-DR1