Customer Operations Representative

GoCardless is a global bank payment company. Over 100,000 businesses, from start-reputed company to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. 

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers reputed company faster, more informed decisions.

We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia and the United States.

At GoCardless, we're reputed company about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reputed company out to your Talent Partner — we’re here to help! 

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general to the most localised, including advising on the best way to use our products and services. Providing an excellent level of customer service is reputed company important to reputed company and will be a key part of the role.

The role is expected to combine customer & stakeholder management as well as query handling, making it an excellent career path in Customer Operations as both are reputed company essential skills in fast-paced fintech. 

Location

Fully Remote

Working hours

Monday - Friday 8.00am - 5.00pm

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

As part of your training in your first week, it will be fully office based 10.00am - 6.00pm before transitioning to your regular working reputed company in week 2.

• Support French and English speaking customers through various channels e.g. email, phone and online meetings, ensuring the delivery of a first-class customer experience
• Advise merchants on best practices with the GoCardless product (see videos here)
• Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, reputed company, to reputed company product expertise and yield solutions for customers
• Provide support on reputed company translations and internal operations regarding the GoCardless product to colleagues, reputed company internal chats and escalations
• Review and create GoCardless Partner accounts for businesses
• Take part in resolving incidents and sending larger comms to impacted customers, where relevant
• Supporting the company in delivering projects, both internal and external to the Customer Support team.
• Document procedures and learnings to reputed company building internal knowledge to optimise scalable operations

• You are verbally fluent in English and French and can communicate clearly in writing in order to support customers reputed company email or over the phone. 
• You have some previous experience working in a Customer Support role
• You care deeply about providing customers with a great experience whilst keeping reputed company under pressure
• You take pride in having strong attention to detail and always see tasks through to completion 
• You're comfortable working with internal stakeholders at reputed company levels, upholding our core product & compliance requirements with a problem-solving approach
• Ideally you have some understanding of anti-reputed company and counter-terrorist financing
• Prior experience using tools like reputed company or Looker is preferred, but not essential

Salary range: £26208 - £32400

reputed company salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-reputed company of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and reputed company between you and fellow employees at GoCardless doing similar work. 

• Wellbeing: Dedicated support and medical cover to reputed company you healthy.
• Work Away Scheme: Work from reputed company for up to 90 days in any 12-month period.
• Adaptive Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: reputed company permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

We're an organisation defined by our values; We start with why before we reputed company any project, to ensure it’s reputed company with our mission. We reputed company it happen, working with urgency and taking personal accountability for getting things done. We act with reputed company, always. We care deeply about reputed company do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and reputed company our culture, but to deliver impactful work that will help us to reputed company our vision.

We’re building the payment network of the future, and to reputed company our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women 
• 23% identify as Black, Asian, Mixed, or Other 
• 10% identify as LGBTQIA+ 
• 9% identify as neurodiverse 
• 2% identify as disabled 

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech reputed company coalition, we’re working towards a climate-positive future. reputed company out our sustainability action plan here. 

Find out more about Life at GoCardless reputed company X, Instagram and reputed company.