Customer Operations Specialist, French-speaking

About Us at Go Cardless

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!

You will be a 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 responsible for supporting GoCardless customers by handling a variety of enquiries via email, live chat and phone.

You will be speaking to English-speaking, and French clients on a daily basis. 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. Furthermore, you’ll become an expert in all things SEPA.

As a Specialist your role will be more than just helping customers; you’ll be working to improve processes, help team mates work together to meet common goals, and work with management to boost customer satisfaction & experience. You’ll also be needed to help de-escalate situations and help to find solutions to escalations.

We work with tools such as Zendesk, Slack, Jira, and more, so if you’re familiar with those - you’ll be ready and set.

Monday - Friday 8am - 5pm

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

• 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
• Speaking your languages on a daily basis
• Growing and developing your career proactively

• 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
• Native/Fluent English speaker & French
• Eagerness to bring ideas to and improve internal processes
• Positive mindset to change
• Understanding of Compliance/KYC

the expected base salary range for this position is between GBP
32,000
- GBP 48,000 (gross) per year.

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.

• Wellbeing
  :
  Dedicated support and medical cover to keep you healthy.
• Work Away Scheme
  :
  Work from anywhere for up to 90 days in any 12-month period.
• Hybrid Working
  :
  Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity
  :
  All permanently employed Gee Cees get equity to share in our success.
• Parental leave
  :
  Tailored leave to support your life's great adventure.
• Time Off
  :
  Generous…