Customer Operations Representative (12-month FTC)

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!

You will be the first point of contact for GoCardless users and partners, resolving their queries, improving their onboarding experience, and helping them to navigate the GoCardless product. You’ll also be verifying new accounts to ensure they meet the guidelines and are able to transact safely on the GoCardless platform.

You will be speaking to English-speaking clients on a daily basis through emails, chats and phone calls. You’ll also be collaborating with internal teams such as Payment Operations, Engineering, Customer Success, and more…

In doing this role, you’ll develop a thorough understanding of financial services, particularly in bank payments, direct debit, and open banking. Here, you will have the opportunity to grow with a business that’s looking to pioneer a new age of payments. 

We work with tools such as Zendesk, Slack, Jira, and more, so if you’re familiar with those - you’ll be ready and set.

We are looking to fill roles in shifts:
1) Day Shift:

Working through 4 days (4 days working, 4 days off, etc), 10 am - 7 pm, after probation, working in a hybrid way

2) Regular Shift:

Monday through Friday, working time changing every week (8 am - 5 pm; 9 am - 6 pm; 10 am - 7 pm), working in a hybrid way

• Stellar communication skills both externally and internally
• Proactive mindset, not afraid to investigate first, then ask
• Tech-savviness & ability to learn complex ideas quickly
• Experience in using Zendesk, Slack, and Jira
• Fluent English 
• Eagerness to bring ideas to and improve internal processes
• Positive mindset to change