We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts. Our global payments network and technology platform take the pain out of getting paid for 80,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France and the United States.
Introduction to the team
We are an award winning Customer Support team and we pride ourselves on listening to our customers and doing everything we can to solve their problems. As a member of our Customer Support team, you'll work as part of a wider team of around 50 passionate individuals who work with our UK, European, Australian and North American customers to solve tough problems and provide world class service. We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.
We're looking for bright, emphatic people to join our Customer Support team. As a member of our Support team, you'll work as part of a wider team of around 50 passionate individuals who work with our UK, European, Australian and North American customers to solve tough problems and provide world class service. We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.
As a Customer Support Specialist you will delve into the product on a technical level and assist partners and developers using GoCardless. You will also be providing phone support to our customers; you will take ownership of the issue(s) and support our customers in the most efficient manner whilst consistently delivering world class customer service.
This is a permanent position. The shift pattern is Monday to Friday 9.00am to 6.00pm (40 hours per week). We are a 24x7 operation and require our employees to demonstrate willingness to work on some bank holidays.
We have adopted a hybrid/adaptive working approach and in line with that, there will be an expectation to work a few days each week/month from our London office.
We provide all equipment (including a Macbook) that you would require to carry out your job.
- previous experience of working in a similar role is highly desirable
- previous experience of working with a complex and technical product highly desirable
- previous experience of working in a startup / scale up is highly desirable
- previous experience of working in a B2B environment is highly desirable
- coding skills in languages such as PHP, .NET, Java, Ruby and Python is highly desirable
- ability to learn API programming
- proven ability to handle high volume of calls and emails as well as consistently meet targets
- you love helping people & enjoy working in a truly fast paced culture and thrive in small teams
- you are organised, reliable, diligent and attentive to detail
- you are a creative problem solver
- you are able to work independently and under minimal supervision
- you have a flawless command of English & French and communicate with clarity, whether written or over the phone
- You are able and willing to help with translation tasks
- You are able to be a voice of the Customer for GoCardless’ French operations
When you are working from home, we require you to have:
- a stable and noise free working environment conducive for serving our customers
- a stable WiFi connection
- able to work without any interruption to the service we provide
Life at GoCardless
When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: Start With Why, Be Humble, Act with Integrity, and Care Deeply. They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.
Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.
There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, Mindful and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.
We've also rolled out our 'Adaptive Working' and 'Work Away' schemes. Adaptive Working allows you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring our teams can collaborate effectively and get together and socialise. Work Away gives the flexibility to work away from your normal country of residence for up to 90 days in any 12 month period.
We also offer enhanced parental leave, pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.
There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.