Premium Accounts Associate
ABOUT THE TEAM
As a Premium Accounts Associate, you will be part of an exclusive team that delivers high-level support to our Premium members. This is not a standard customer service role—our Premium team serves as both trusted advisors and dedicated account managers, ensuring a seamless, personalized, and exceptional member experience at every interaction.
ABOUT THE ROLE
Provide high-touch, tailored support to Premium members primarily over phone, with additional interactions via chat and email when required.
Manage complex and sensitive cases with ownership, accuracy, and a solutions-first mindset.
Deliver a 5-star experience aligned with Premium standards, measured by CSAT, TPH, and QA excellence.
Build long-term relationships with members by demonstrating in-depth product and process knowledge and anticipating their needs.
Serve as a knowledge hub and mentor for colleagues, sharing expertise and guiding new joiners through best practices
Contribute to the continuous improvement of Premium processes by sharing feedback, identifying gaps, and helping shape workflows.
Stay aligned with industry trends and member expectations to reinforce Premium as a supreme-class service offering.
Work flexible shifts (including weekends and holidays) while maintaining top-level performance and professionalism.
WHAT WE'RE LOOKING FOR:
Min. 3 years of experience in premium support, account management, or client-facing roles where service excellence is/was 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.
A proactive, empathetic, and professional attitude that represents our Premium brand promise.
Proven ability to work collaboratively in a high-performance environment.
It would be considered as an asset if you have:
Background in FinTech, SaaS, or fast-paced technology companies.
Experience with membership-based services or subscription models.
Exposure to analytics or reporting, enabling insights into member behavior and engagement.
WHY JOIN THE PREMIUM TEAM?
Work in an elite, high-performing team serving our most valued members.
Be empowered to act as a trusted advisor, not just a support agent.
Gain exposure to advanced cases, processes, and account management practices.
Grow your expertise through dedicated training, coaching, and leadership opportunities.
Contribute directly to shaping Premium service standards and mentoring new talent.
WHAT YOU'll 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.