Customer Operations Representative (12-month FTC)

About us

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!

The role

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

Probation Time

2 months, Monday - Friday, 10 am - 7 pm, onsite

What excites you

Helping people grow their businesses and client bases

Investigating problems and solving them efficiently with team work

Working in a diverse team, with some office time to collaborate

Growing and developing your career proactively

What excites us

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

Base salary range: €15,600 - €23,400

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

(some of) The good stuff

Wellbeing - stay healthy with dedicated support and medical cover

Work away scheme - gives you the option 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 GCs get equity to help you make a valuable contribution

Parental leave - to suit everyone embarking on life's great adventure

Learning Budget - lead your own development with an ann