Technical Customer Operations Specialist

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 offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal 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

We are looking for a people's person with technical acumen to assist our customers with a range of issues. You'll be providing support across GC products and processes.  

As a technical customer support specialist you will be the first point of contact for any issues on our API, you will be the main point of escalation within the customer support team . You will be talking to engineers, product owners,customer success, partnership managers, solutions engineers and many more. . These people know what they're doing, what they need, and really appreciate sharp, to-the-point support.

You will need to investigate across an array of logs, databases, error monitoring tools. Test and recreate bugs.Consult and improve documentation, collaborate with developers, testers, salespeople and product managers. You will live and breathe customer needs and problems and bring their concerns to the table, be their advocate.

As well as overseeing & future-proofing operational processes and workflows, such as using data analysis and stakeholder management to ensure the successful and scalable onboarding of new customers, handling migrations to and away from GoCardless, and the regular review of opportunities with the upgrades of existing customers.

You’ll also be responsible for the team’s visibility within the business, presenting on wins and pushing for product and feature enhancements in line with opportunities spotted. As well as process future-proofing, you’ll be leading the charge to ensure the team is built in an agile and sustainable way, taking the reins when recruitment drives are needed and developing your team mates.

The cases you will handle via our CS platform (Zendesk) will be very diverse and full of surprises. It will not be a numbers game, but one of quality and creativity. From the  various cases that you will handle on a daily basis, half are initially a mystery that requires a good amount of head-scratching and collaboration.

We take pride in the quality of our support and are looking for a professional who will help us take our service to the next level.

What excites you 

• Understanding complex systems and processes
• Devising new ways to extract and process data
• Participate in automating your tasks and making your job easier
• Process driven work at varying levels of complexity
• Solving and pre-empting risks by drilling in to the details to ‘crack’ a problem and proactively identifying issues
• Delivering excellent service to our customers and partners
• Pushing for improvement opportunities and working alongside your manager to implement these
• Working cross functionally to ensure the best experience and outcome for our customers as our processes scale and adapt
• Provide support on internal operations and the GoCardless product to colleagues, via internal chats and escalations
• Review and create GoCardless Partner accounts for businesses
• Supporting the company in delivering projects, both internal and external to the Customer Support team.
• Take part in resolving incidents and sending larger comms to impacted customers, where relevant

What excites us 

• Experience in customer support, preferably SaaS
• Strong logical and analytical skills 
• Tech experience, understanding code. (took a course, dropped out of Computer Science in university, you like to tinker with automations, etc..)
• Emotional intelligence and empathy, passion for helping people
• Resourcefulness, thinking outside of the box and ability to look up information
• You understand the importance of anti-money laundering and counter-terrorist financing
• You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
• You don’t lose focus and always look for ways to improve - even if the task is repetitive
• You’re a fast learner and not afraid to ask when you don’t know the answer
• You can prioritise multiple tasks and switch between them effortlessly
• You are a problem solver and have the patience to identify discrepancies and root causes - even if it takes time and you have to dig deep
• You like to dive into details to find the right answer and always follow through to the end
• You have excellent written and verbal communication skills
  
  

Nice to Have 

• Experience working with API's , Kibana, SQL, Zendesk, Postman,
  
  

Salary range - the expected base salary range for this position is between €1600 - €2300 (gross).

Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and parity between you and fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.

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.
• 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: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.

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.