Customer Operations Representative

GoCardless are here to support you and we’re committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.

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

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 are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.

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 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 Customer Operations group where you'll be responsible for supporting customers by providing an excellent level of customer service via email and phone regarding product usage, general enquiries and troubleshooting and carrying out KYC checks.

Location

Onsite - Riga, Latvia (Novira Plaza, Marijas iela 2a)

Office based position with the opportunity to work 1 day a week from home

Working hours - 3 different shift patterns available

1) Standard

• Monday - Friday, 10.00-19.00 2) Fixed Day shift
• 4 days (8am - 8pm) on and 4 days off

3) Fixed Night shift

• 4 nights (8pm- 8 am) on and 4 nights off

We are a 24x7 operation serving customers around the globe, therefore the role requires work on bank holidays.

What excites you

As a Customer Operations Representative, you will:

• Be the first point of contact for our customers regarding any queries and provide phone & email support to our customers globally.
• Take ownership and provide world-class customer service to our customers.
• Analyse and report product issues and represent customer voice across the company.
• Guide our customers in using our dashboard and explain the benefits of our products by having valuable discussions with them.
• Monitoring customer complaints on social media and reaching out to provide assistance.
• Ensure that our local and global KYC (Know your Customer) requirements are met while ensuring new and existing customers have a seamless experience by delivering high-quality KYC reviews.
• Stop the bad actors by ensuring we’re catching those that we believe are misusing the GoCardless platform. Our regulatory and moral obligation is to prevent money laundering and terrorist financing.
• Perform politically exposed persons (PEP), Sanctions and Adverse media screening.
• Identify opportunities to upskill other team members and proactively share knowledge.

We are 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.

What excites us

• English is the language that you speak and write freely in.
• You are happy to support customers via email and over the phone.
• Ability to handle a high volume of calls and emails and meet targets consistently.
• You love helping people and 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 learn quickly and are comfortable with complexity and a technical product.
• You can follow processes through and challenge these where they can be improved.
• You can work fast and keep calm under pressure.
• Previous experience in customer support and/or KYC is preferred.

Salary range - the expected base salary for this position is €1300 (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.

(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 (in accordance with our work away policy)
• Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
• 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 ‘GeeCees’ 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 July 2024;

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

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.