About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

The role

GoCardless is on a mission to become the world’s bank payment network. Customer Operations is set to play a vital role in the business’s ambition to reach this goal. This team is responsible for scaling, optimising, and at times creating sustainable operational processes that will help the business evolve and thrive in the Open Banking industry. This role is vital to the successful delivery of the company's objectives and ensuring we’re supporting our Customers’ journey from day one.

If you’re eager to make your mark and are looking for an exciting challenge, this may be your role. You’ll be working closely with our customers and touching base with a variety of teams and stakeholders within GoCardless. You’ll also have the opportunity to develop your communication, operational, and prioritisation skills. Though you will be expected to hit the ground running, you’ll be part of a dedicated team that’s well-established and has a focus on developing careers. To that end, before you start, there's paid training, an induction, and a thorough onboarding process, so you get comfortable with the GoCardless product. If you’re happy working in a fast-paced environment where the work is varied and challenging, then this is the role for you.

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This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers and Partners with a range of enquiries from the more general to the most technical, 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 team is also looking for a savvy troubleshooter that’s not afraid to get stuck in to API requests and investigating integrations to the GoCardless platform.

The role is expected to combine customer & stakeholder management as well as technical query handling, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech. Not only will it allow for two essential skill sets to be developed and mastered that are key for the fintech industry but it will allow for development and growth into a multitude of pathways such as Solutions Engineering, Senior Customer Support, Onboarding Management, and potential management opportunities later down the line.

Location

Hybrid / 1 day a week in the London office (usually Monday)

Working hours

• Monday - Friday 9.00am - 6.00pm

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 remote working pattern in week 2.

What excites you 

As a Partnership & API Customer Ops Specialist, you will:

• Advise merchants on best practices with the GoCardless product (see videos here)
• Support Partners and Developers in using the Gocardless product
• Supporting customers through various channels such as email, phone and online meetings, ensuring the delivery of a first-class customer experience
• Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
• Use tools such as Postman, Kibana and Looker to support and troubleshoot API queries 
• Provide support on internal operations and the GoCardless product to colleagues, via internal chats and escalations
• Review and create GoCardless Partner accounts for businesses
• Solve technical and logical problems
• 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
• Document procedures and learnings to keep building internal knowledge to optimise scalable operations

We care about customer experience, speed and quality. We have challenging KPIs that we work hard to deliver against and growing markets to serve as GoCardless expands globally. So, we are looking for someone who’s a proactive self-starter and who’s hungry to learn. 

What excites us 

• You have some previous experience working in a Customer Support role
• You have a flawless command of English and communicate clearly in speaking and writing, and are happy to support customers via email or over the phone. 
• You care deeply about providing customers with a great experience
• You take pride in having strong attention to detail and always see tasks through to completion 
• You're proactive, can pre-empt issues and are a creative problem solver
• You have the ability to keep calm under pressure
• Ability to learn or knowledge of API programming
• 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
• Prior experience using tools like Zendesk or Looker is preferred, but not essential
• An interest/basic experience in at least one coding language such as PHP, .NET, Java, Ruby or Python is desirable

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

(some of) The good stuff

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity -all permanently employed GeeCees receive equity so we can share in the success we achieve together
• Parental leave -to suit everyone embarking on life's great adventure
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

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 bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

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 

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.