Customer Operations Representative

Summary

Join GoCardless's international Customer Operations team as a Customer Support Representative, supporting customers with various inquiries, advising on product usage, and ensuring excellent customer service. This 12-month fixed-term contract role combines customer and stakeholder management, offering valuable experience in a fast-paced fintech environment. Initially remote, the role will transition to a hybrid model with two in-office days per week. Responsibilities include supporting French and English-speaking customers across multiple channels, advising on best practices, handling internal escalations, providing ad-hoc translations, reviewing and creating partner accounts, participating in incident resolution, supporting projects, and documenting procedures. Fluency in English and French, prior customer support experience, strong attention to detail, and excellent communication skills are essential. The salary range is £26,208-£32,400 (gross).

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
• 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

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
• Hybrid 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