Job description
About Us at GoCardless
GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups 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 make 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 all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach 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!
The role
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 very important to our team 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 very 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 pattern in week 2.
What excites you
- 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
What excites us
- 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
- 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
Salary range: £26208 - £32400
Base 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-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.
The Good Stuff!
- 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.
Life at GoCardless
We’re an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we 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 develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
We’re building the payment network of the future, and to achieve 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
Sustainability at GoCardless
We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.
Find out more about Life at GoCardless via X, Instagram and LinkedIn.
