Customer Service Agent

About us

Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions.

Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe.

With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.

Role Summary

We’re looking for a Customer Service Agent to join our growing team based in Hull. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer and technical enquiries and aim for first-contact resolution. You’ll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.

Reporting into: Customer Services Team Leader

Working location: Remote

Working hours: 37.5 hours, over 5 shifts, per week. Provided with rotas, 4 weeks in advance, with shifts scheduled between 08:00 and 23:00, Monday to Sunday.

Key Responsibilities

Provide first-line support to customers via telephone, email, and online chat.

Diagnose, troubleshoot, and resolve a range of technical and operational issues, aiming for first-contact resolution wherever possible.

Manage customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements.

Conduct root cause analysis and escalate complex issues to relevant teams when required.

Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems.

Meet agreed KPIs and SLAs to ensure a consistently high standard of customer support and service delivery.

Utilise platforms such as Salesforce, telephony systems, and other internal tools to effectively support customers and manage cases.

Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

Experience & Competencies

Previous experience within a technical support, customer service, helpdesk, or contact centre environment would be advantageous.

Strong problem-solving skills with the ability to investigate and resolve customer issues efficiently.

A genuine interest in technology and delivering excellent customer experiences.

Ability to communicate technical information clearly and professionally to customers with varying levels of technical knowledge.

Self-motivated, accountable, and committed to personal development and continuous learning.

Experience using CRM systems and support platforms would be beneficial; however, full training will be provided.

Demonstrated excellent organisational and time-management skills in a fully remote working environment.

Skill/Technical

Experience with troubleshooting, fault diagnosis, and root cause analysis would be advantageous.

Exposure to payment technology, telecommunications, software support, or a similar technical environment would be beneficial.

Comfortable working across multiple systems and applications while managing customer interaction.

About You

A keen interest in helping customers when faced with technical challenges. Having a want to go above and beyond to ensure the customer leaves the call happy.

High level written, communication and listening skills are essential

Previous industry knowledge would be desirable, however, not required.

Being able to handle difficult conversations with merchants, showing patience, empathy, sympathy, and a want to help resolve the customer’s issue.

Being able to deliver a high standard of customer service whilst working in a fast-paced environment, being able to handle the pressure that will come with this.

What’s in it for you?

Should you be successful you will receive full two weeks of training, this will be delivered by our Operations Trainer, separated between classroom work and on-the-floor shadowing.

You’ll work with a collaborative team and join a fast-paced fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.

25 days holiday per year

Private Medical

Life Assurance

Cycle to work scheme

Access to self-learning platform - Bookboon

Income Protection

Workplace Pension

Employee Assistance Programme

Incentive plans which are available after completion of probationary period.

Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.