Premium Accounts Associate

Tide Platform Limited

Job Overview

Location

Bulgaria

Job Type

Full-time

Full Job Description

📋 Description

• The Premium Accounts Associate role at Tide Platform Limited is a high-touch, client-facing position focused on delivering exceptional, personalized support to Premium members, ensuring a seamless and elite experience that aligns with Tide’s mission to help SMEs save time and money.
• Day to day, the associate will provide tailored support via phone, chat, and email; manage complex and sensitive cases with ownership and a solutions-first mindset; deliver 5-star service measured by CSAT, TPH, and QA; build long-term member relationships through deep product knowledge; act as a knowledge hub and mentor for colleagues; contribute to process improvements by sharing feedback and identifying gaps; stay aligned with industry trends; and work flexible shifts including weekends and holidays while maintaining top performance.
• The Premium Accounts team is an exclusive, high-performing unit within Tide that serves as trusted advisors and dedicated account managers for the company’s most valued members, operating from Tide’s technology centre in Sofia, Bulgaria, and supporting a global member base of over 1.8 million across the UK, India, Germany, and France.
• In this role, the associate will develop advanced account management and client advisory skills, gain exposure to premium service standards and complex case resolution, grow through dedicated training and coaching, build leadership capabilities by mentoring peers, and contribute to shaping workflows in a fast-paced FinTech environment focused on innovation and member-centric solutions.

🎯 Requirements

• Minimum 3 years of experience in premium support, account management, or client-facing roles where service excellence is a priority
• Strong problem-solving skills with the ability to navigate complex cases and think beyond standard procedures
• Exceptional communication skills (written and verbal) with near-native or native-level English
• High attention to detail and ability to manage multiple tasks while maintaining top-class service standards
• Proactive, empathetic, and professional attitude that represents the Premium brand promise
• Proven ability to work collaboratively in a high-performance environment

🏖️ Benefits

• 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 per year
• Additional health & dental insurance
• Mental wellbeing platform
• Snacks, light food, drinks in the office
• WFH equipment allowance

Skills & Technologies

Junior

Onsite

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Tide Platform Limited

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About Tide Platform Limited

Tide Platform Limited is a UK-based financial technology company providing business banking services to small and medium-sized enterprises. It offers digital current accounts, expense cards, invoicing, accounting integrations, and credit products through a mobile-first platform. Operating under an e-money licence with banking services provided by ClearBank, Tide serves over 500,000 UK businesses. The company focuses on streamlining financial administration for entrepreneurs, freelancers, and growing companies through automated features and integrations with accounting software like Xero and FreeAgent.

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