Customer Operations Representative

Summary

Join GoCardless's international Customer Operations team as a fully remote Customer Support Representative, supporting French and English-speaking customers. You will handle customer inquiries, advise on product usage, escalate issues to relevant teams, and contribute to internal operations. The role combines customer and stakeholder management, offering excellent career growth potential. The position requires fluency in French and English, prior customer support experience, strong attention to detail, and the ability to work calmly under pressure. A willingness to work some bank holidays is also required. The initial week of training will be fully office-based.

Requirements

• You are verbally fluent in English and French and can communicate clearly in writing in order to support customers via 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 calm 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 all levels, upholding our core product & compliance requirements with a problem-solving approach

Responsibilities

• 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, Security, to develop product expertise and yield solutions for customers
• Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues, via 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 keep building internal knowledge to optimise scalable operations

Preferred Qualifications

• Ideally you have some understanding of anti-money laundering and counter-terrorist financing
• Prior experience using tools like Zendesk or Looker is preferred, but not essential

Benefits

• Wellbeing : Dedicated support and medical cover to keep you healthy
• Work Away Scheme : Work from anywhere 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 : All 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