Live Operations Agent - Bulgaria Remote

Senior Operations Manager - Commercial Operations

Tide

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: We are seeking a highly quantitative, commercially-minded Senior Operations Manager to sit at the absolute intersection of Operations, Product, and Corporate Finance (FP&A). In this critical role, your primary identity isn't compliance—it's unit economics and cross-functional execution. You will serve as the dedicated operational glue ensuring our customer acquisition funnel, vendor cost bases, and product rollouts perfectly align with our financial forecasting models. You will be the proactive driver who meets regularly with Product and Operations to extract insights on upcoming, planned, and live initiatives, compressing that operational reality into clear data inputs for FP&A modeling. You will own the tracking of operational actuals, monitor global unit costs against efficiency targets, and assess the commercial impact of all KYC initiatives. Simultaneously, you will act as a premier project manager for the Business Operations team—capable of leading high-stakes operational initiatives, from deploying new product updates to launching entirely new geographical markets. If you are an exceptional stakeholder manager who can translate operational velocity into clear financial implications, manage cross-functional timelines, and navigate ambiguity, this role offers a direct runway for growth. ON THIS ROLE, YOU'LL BE: 1. COMMERCIAL TRACKING & FP&A PARTNERSHIP (PRIMARY FOCUS) * Proactively map, track, and collate all upcoming product roadmaps, features, and departmental OKRs across different markets that carry a potential cost or capacity impact. * Establish a regular cadence with Product and Operations teams to extract operational insights on planned and live initiatives. Compress these complex, moving updates into structured, predictable data inputs for FP&A forecasting models. * Rigorously monitor and track unit costs across different markets and SaaS vendor segments against strict efficiency targets to identify sub-optimal financial performance. * Analyze and evaluate the real-world commercial impact, ROI, and efficiency gains of product updates and operational process changes. * Support the corporate FP&A team by regularly updating operational actuals, tracking vendor billing/usage patterns, and maintaining departmental headcount and resource models. * Manipulate operational data using Excel and visualization tools to provide actionable commercial insights to senior leadership. 2. END-TO-END PROJECT MANAGEMENT & STRATEGIC LAUNCHES * Act as the lead non-technical project manager for critical operations projects, including scaling into new European markets and localizing onboarding frameworks. * Seamlessly bridge communication gaps and drive alignment between Operations, Product, Marketing, Legal, Compliance, and Finance. * Own project roadmaps, drive accountability across technical and non-technical teams, manage external vendor timelines, and proactively mitigate risks to keep launches on schedule. 3. CORE BIZOPS & STAKEHOLDER ALIGNMENT * Translate complex operational metrics, capacity constraints, and process variances into clear, compelling narratives for corporate leadership. * Maintain a true "BizOps" mindset—building scalable, documented processes, designing performance dashboards, and solving complex problems as a generalist. WHAT WE ARE LOOKING FOR:  * 5+ years of experience in a fast-paced environment such as FinTech, Investment Banking, Management Consulting, Business Operations, or Finance Business Partnering. * You don't need to be building financial models from scratch, but you must have a strong "way with numbers"—deeply comfortable working with data, updating headcount/budget inputs, and tracking KPIs. * A track record of successfully managing complex, multi-stakeholder project timelines and delivering cross-functional outcomes (e.g., product or market launches). * Exceptional proficiency in Excel/Google Sheets is required. Experience with data visualization/BI platforms (e.g., Looker, SQL) is highly advantageous. * A proven ability to partner with corporate leadership, push back constructively using data, and keep diverse technical and non-technical teams aligned. * Degree in Finance, Accounting, Economics, Mathematics, or a highly analytical business/engineering field. * Fluent English is required. Additional European languages (German, French, or Italian) are advantageous. * Operational experience in KYC, or regulated SaaS environments is a plus, but a strong commercial mindset and data literacy are prioritized. WHAT YOU’LL GET IN RETURN:  * 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  * Multisport Card * Food Vouchers * Snacks, light food, drinks in the office * WFH equipment allowance * Flexible working from home * Sabbatical Leave * Stock Options * Salary: €33,200 to €37,350 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. 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.

Vulnerable Users Team Associate

Tide

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.

Sr. DevOps Engineer I (Remote Eligible in Bulgaria)

Smartsheet

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. We are seeking a Senior DevOps Engineer to join the team that owns and operates Smartsheet's edge proxy platform and internal engineering tooling. The edge proxy is a custom-built, high-performance reverse proxy that serves as the entry point for all traffic across Smartsheet's commercial and FedRAMP-authorised US Government environments. The team owns the full lifecycle of this platform: from maintaining the proxy binary and its configuration tooling, to provisioning and operating the multi-region AWS EKS infrastructure it runs on, to managing the observability and on-call story for every service that routes through it. Beyond the edge layer, the team also drives the evaluation and adoption of internal developer tooling — from developer portals to productivity platforms — that improves the engineering experience across the company. You will work remotely from Bulgaria and will be reporting to an engineering leader. You Will: * Own and evolve the edge proxy platform: Maintain, upgrade, and extend a high-performance reverse proxy — including maintaining the proxy binary and its configuration tooling, writing Go and Python automation, managing the full container image lifecycle on hardened Linux base images, and working across the broader edge layer, including CDN, WAF, and traffic management capabilities. * Build and maintain cloud infrastructure as code: Design and implement Terraform/Terragrunt modules and live environment configurations managing EKS clusters, load balancers, IAM roles, VPC networking, ECR registries, and supporting AWS services across multiple regions including GovCloud. * Operate Kubernetes clusters at scale: Manage multi-region, multi-cluster EKS deployments via FluxCD GitOps workflows and Helm charts, including node AMI rotation, add-on lifecycle management, and horizontal pod autoscaling. * Build and own CI/CD pipelines: Design, maintain, and improve shared GitLab CI/CD pipeline templates used across all team repositories; build and operate alternative pipeline workflows for isolated government cloud environments. * Automate operational toil: Build and maintain tooling for tasks such as container image patching, EKS AMI rotation, air-gapped ECR image sync to GovCloud, and automated MR creation for monthly version-bump patching cycles. * Manage observability and on-call: Provision and maintain Datadog SLOs, monitors, and dashboards via Terraform; participate in the team's on-call rotation responding to edge proxy incidents across production and GovCloud environments. * Support FedRAMP/GovCloud operations: Operate the GovCloud environment with its unique constraints — air-gapped image distribution, infrastructure automation in isolated networks, and alert management with compliance-aware data handling. * Evaluate and adopt internal developer tooling: Research, prototype, and drive the adoption of internal tools that improve engineering productivity across the company — including developer portals, platform self-service capabilities, and other tooling that raises the bar for the developer experience at Smartsheet. * Mentor and collaborate: Share knowledge across the team through code reviews, architecture discussions, and runbook authorship; foster a culture of engineering excellence and operational rigour. * Strategically apply AI tools: Strategically apply and champion AI tools within your team's domain to improve project execution, infrastructure design, quality, and debugging, leading adoption of AI best practices. You Have: * 5+ years of experience in DevOps, platform engineering, or site reliability engineering. * A BS or MS in Computer Science, Engineering, or a related field, or equivalent industry experience. * Deep proficiency with Terraform and Terragrunt for managing production cloud infrastructure at scale across multiple environments and regions. * Strong Kubernetes expertise, including EKS cluster operations and Helm chart authoring. * Hands-on experience with AWS networking and container workload services: EKS, ALB/NLB, VPC, IAM, ECR, Route53, CloudWatch, and EventBridge. * Proficiency in at least one general-purpose programming language — Go or Python preferred — for building operational tooling and automation. * Solid understanding of reverse proxies, API gateways, or load balancers (NGINX, HAProxy, or equivalent). * Experience designing and maintaining CI/CD pipelines (GitLab CI preferred), including shared template libraries across multiple repositories. * Experience with container image security practices: hardened base images, vulnerability scanning, and image promotion workflows. * Strong operational instincts: comfort with on-call responsibilities, incident response, runbook authorship, and postmortems in production environments. * 1 year of professional experience leveraging AI-based workflows to author, maintain, review, and deploy infrastructure or code. * Fluency in English is required. * Legally eligible to work in Bulgaria on an ongoing basis. Nice to Have: * Experience with enterprise CDN platforms, including WAF configuration, origin routing, and cache policy management. * Familiarity with FedRAMP or AWS GovCloud operational constraints. * Experience with advanced reverse proxy or API gateway configuration, including programmatic config generation, dynamic routing, and service mesh components. * Experience managing Datadog resources via Terraform: SLO definitions, monitors, and dashboards. * Familiarity with rate-limiting services, control plane components, or custom traffic filter development. Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity. BG Base Salary Pay Range € 58,250- € 69,750 EUR   Get to Know Us: At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together. Equal Opportunity Employer: Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.  If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.   #LI-Remote