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For Companies At a Glance
- Tasks: Provide technical support and troubleshoot payment system issues for merchants.
- Company: Join Flatpay, a fast-growing fintech company revolutionising card payments in Europe.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Why this job: Be part of a mission to simplify payments for businesses and enhance customer experiences.
- Qualifications: 1-2 years in customer operations or technical support; strong communication skills required.
- Other info: Office-based role in London with a vibrant team culture.
The predicted salary is between 30000 - 42000 £ per year.
Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with the mission to take the stress out of card payments for SMBs. Businesses want to focus on what they do best; running their business. But monthly hardware fees, different rates for different cards, extra costs on every transaction and frequent price increases have made payments too stressful. That’s why we started Flatpay. One flat rate across all cards - that’s it. We’re already more than 1,000 people across Denmark, Finland, Italy, Germany and France and recently launched in the UK.
Location: London, UK (Office-based, Soho Works, White City), 5 days a week
What you’ll do
- Provide technical support: Respond to inbound and outbound calls, chat, and email enquiries from merchants to resolve issues related to payment terminals, software setup, and account access.
- Troubleshoot system issues: Use internal dashboards, diagnostic tools, and transaction logs to identify and resolve technical faults - escalating to engineering or product teams where needed.
- Guide merchant onboarding: Prepare onboarding contracts, verify merchant data, and walk customers through technical setup and terminal configuration to ensure smooth activation.
- Manage support tickets: Log, prioritise, and resolve support cases efficiently, keeping customers updated throughout.
- Monitor system performance: Track recurring technical problems and collaborate with internal teams to suggest fixes or process improvements.
- Analyse customer feedback: Maintain satisfaction metrics, identify friction points, and propose enhancements to tools or processes.
- Collaborate across teams: Share customer insights with product, risk, and operations teams to improve the customer experience and reduce technical issues over time.
Who you are
- High energy, persistence and positive attitude toward customers
- Strong verbal and written skills
- Metrics‑driven mindset and comfort working toward daily/weekly targets
- Receptive to feedback and eager to learn customer support best practices
- Comfortable working both independently and with a team
- Ability to multitask, manage time effectively and stay organised in a fast‑paced environment
Why Flatpay?
- 1–2 years’ experience in customer operations, technical support, merchant support, or customer service within: fintech, SaaS, telecoms, payments or other relevant fields.
- Advantageous but not essential: hands‑on experience troubleshooting hardware, payment terminals, or software integrations
- Advantageous but not essential: familiarity with CRM systems and ticketing tools
- Fluent English speaker with excellent communication skills.
- Right to work in the UK - unfortunately we’re unable to provide sponsorship at this time.
Customer Operations Agent employer: Flatpay
Contact Detail:
Flatpay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Agent
✨Tip Number 1
Get to know Flatpay inside out! Research the company’s mission and values, and think about how your skills align with their goals. This will help you stand out during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Operations Agent, you'll be dealing with customers all day. Role-play common scenarios with friends or family to get comfortable with troubleshooting and providing support. The more you practice, the more confident you'll feel!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and even lead to referrals. Plus, it shows you're proactive and eager to be part of the Flatpay community.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining Flatpay and ready to take the next step in your career.
We think you need these skills to ace Customer Operations Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Operations Agent role. Highlight any relevant experience in customer support or technical troubleshooting, and don’t forget to showcase your communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers and how your background aligns with Flatpay’s mission. Keep it concise but engaging!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love seeing candidates who can think on their feet and come up with effective solutions!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Flatpay
✨Know Your Stuff
Before the interview, make sure you understand Flatpay's mission and how they simplify payment processes for SMBs. Familiarise yourself with common technical issues related to payment terminals and software setups, as you'll likely be asked about these during the interview.
✨Show Off Your Communication Skills
As a Customer Operations Agent, strong verbal and written communication is key. Practice explaining complex technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with responding to customer queries.
✨Be Metrics-Driven
Flatpay values a metrics-driven mindset. Be prepared to discuss how you've used data to improve customer satisfaction or resolve issues in previous roles. Think of specific examples where you met targets or improved processes.
✨Demonstrate Team Spirit
Collaboration is crucial at Flatpay. Share examples of how you've worked effectively within a team to solve problems or enhance customer experiences. Highlight your ability to take feedback on board and adapt your approach accordingly.