Customer Support Specialist

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

We are looking for a people's person with technical acumen to assist our customers with a range of issues. You'll be working specifically with our Bank Account Data customers.

As a tech customer support specialist you will be the first point of contact for any issues on our API. You will be talking to programmers, product owners, CTOs, and CEOs. 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.

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

• Helping people
• Understanding complex systems and processes
• Getting under the hood of an application to study technical details
• Devising new ways to extract and process data
• Participate in automating your tasks and making your job easier
• Dealing with high-stakes issues as part of a small team

What excites us

• Experience in customer support, preferably SaaS
• Strong logical and analytical skills - you'll have your detective hat on 5 days a week
• 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
• Excellent English language skills
• Resourcefulness, thinking outside of the box and ability to look up information

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 - €2100 (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.