Customer Operations Representative, German- speaking

Customer Operations Representative, German-speaking

Leeds, UK

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. 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

This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general to the most localised, including advising on the best way to use our products and services. Providing an excellent level of customer service is very important to our team and will be a key part of the role.

The role is expected to combine customer & stakeholder management as well as query handling, making it an excellent career path in Customer Operations as both are essential skills in fast-paced fintech.

Location

Hybrid working: 3 days per week in the office (Monday, Wednesday and Thursday).

Working hours

Monday - Friday 8.00am - 5.00pm. We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

What excites you

• Support German and English speaking customers through various channels (email, phone and online meetings), delivering first-class customer experience
• Advise merchants on best practices with the GoCardless product
• Handle internal escalations to relevant teams (e.g., Engineering, Privacy, Security) to develop product expertise and provide solutions
• Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues via internal chats and escalations
• Review and create GoCardless Partner accounts for businesses
• Assist in resolving incidents and communicating with impacted customers as appropriate
• Support the company in delivering projects, internal and external to the Customer Support team
• Document procedures and learnings to build internal knowledge for scalable operations

What excites us

• Fluency in English and German; clear written communication to support customers via email or phone
• Some previous experience in a Customer Support role
• Strong customer focus with ability to remain calm under pressure
• Attention to detail and task ownership
• Comfort working with internal stakeholders at all levels, upholding product & compliance requirements with a problem-solving approach
• Ideally some understanding of anti-money laundering and counter-terrorist financing
• Experience using tools like Zendesk or Looker is preferred but not essential

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

Salary range - GBP 26,208 to 34,800 (gross) per year

Base salary ranges are based on role, job level, location, and market data. Please note that 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 with colleagues doing similar work.

• Wellbeing:
  Dedicated support and medical cover
• Work Away Scheme:
  Work from anywhere for up to 90 days in any 12-month period
• Hybrid Working:
  Flexible in-office days determined by your team
• Equity:
  All permanently employed employees receive equity
• Parental…