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Job Description
GoCardless is seeking a Customer Operations Representative to join their international Customer Operations group. This role involves supporting GoCardless customers with various inquiries, from general questions to more localized issues, and advising them on the best ways to use GoCardless products and services. The representative will combine customer and stakeholder management with query handling, making it an excellent career path in the fast-paced fintech environment.
The role involves:
- Supporting French and English speaking customers through various channels (email, phone, live chat).
- Advising merchants on best practices with the GoCardless product.
- Handling internal escalations to relevant teams (Engineering, Privacy, Security).
- Providing support on ad-hoc translations and internal operations.
- Suggesting improvements to the team based on subject matter expertise and merchant experiences.
GoCardless is looking for someone who:
- Is verbally fluent in English and French and can communicate clearly in writing.
- Has previous experience working in a Customer Support role.
- Cares deeply about providing customers with a great experience while remaining calm under pressure.
- Has strong attention to detail and sees tasks through to completion.
- Is comfortable working with internal stakeholders at all levels, upholding product & compliance requirements with a problem-solving approach.
- Ideally has some understanding of anti-money laundering and counter-terrorist financing.
- Has prior experience using tools like Zendesk or Looker (preferred, but not essential).
GoCardless offers:
- Dedicated wellbeing support and medical cover.
- A Work Away Scheme allowing work from anywhere for up to 90 days in any 12-month period.
- Adaptive Working with a hybrid model offering flexibility.
- Equity for all permanently employed staff.
- Tailored parental leave.
- Generous holidays, volunteer days, and wellness days.
