Full-Time Customer Operations Representative

About GoCardless: GoCardless is a global bank payment company. Over 100,000 businesses use GoCardless to collect and send payments.

The role: Supports customers with payment queries. Provides excellent customer service, manages stakeholders, and handles inquiries. Combines customer and stakeholder management with query handling. Excellent career path in Customer Operations.

Location: Fully Remote

Working hours: Monday - Friday 8.00am - 5.00pm. Willingness to work on some bank holidays.

Training: First week fully office-based (10.00am - 6.00pm), transitioning to remote work in week 2.

Key responsibilities:

• Support French and English speaking customers through various channels (email, phone, online)
• Advise merchants on GoCardless product best practices
• Handle internal escalations (Engineering, Privacy, Security)
• Provide support on translations and internal operations
• Review and create GoCardless Partner accounts
• Resolve incidents and communicate with impacted customers
• Support projects, both internal and external to the Customer Support team
• Document procedures and learnings

Skills required:

• Verbal fluency in English and French
• Strong communication skills (email, phone)
• Previous Customer Support experience
• Ability to provide excellent customer experience, remaining calm under pressure
• Strong attention to detail
• Comfortable working with internal stakeholders
• Understanding of anti-money laundering and counter-terrorist financing (ideal)
• Experience with tools like Zendesk or Looker (preferred, not essential)

Salary: £26208 - £32400 (USD equivalent will vary)

Benefits: Wellbeing support, medical cover, work-away scheme, adaptive working, equity, parental leave, generous holidays, volunteer days, wellness days.

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