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For Companies At a Glance
- Tasks: Provide technical support and troubleshoot payment system issues for merchants.
- Company: Join Flatpay, one of Europe's fastest-growing fintech companies.
- Benefits: Enjoy a vibrant work culture, competitive salary, and opportunities for growth.
- Why this job: Make a real impact in the financial world while helping businesses thrive.
- Qualifications: Customer service experience and strong communication skills are a plus.
- Other info: Be part of a passionate team dedicated to innovating payment solutions.
The predicted salary is between 30000 - 42000 £ per year.
About The Job
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.
Location: London, UK (Office-based, Soho Works, White City), 5 days a week
What You’ll Be Doing
- 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 Skills & Attributes
- 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.
About Us
Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer‑centric and transparent services. Today, we are one of the fastest‑growing fintech companies in the Nordics – and Denmark's fastest unicorn! Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of 1,500 passionate colleagues dedicated to making a difference in the financial world. What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs. Let’s shape the future of 7 million European merchants together!
Job Details
- Seniority level: Entry level
- Employment type: Full‑time
- Job function: Customer Service
- Industry: Software Development
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 their mission, values, and the services they offer. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers all day, make sure you're comfortable explaining technical stuff in simple terms. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you resolved issues or improved processes. Flatpay loves a proactive attitude, so come prepared with ideas!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Flatpay team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Operations Agent
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service shine through! We want to see that you’re excited about helping merchants and making their payment experience smoother.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience in customer operations or technical support. We love seeing how your skills align with what we do at Flatpay!
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Customer Operations Agent position.
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 responding to customer queries.
✨Be Metrics-Driven
Flatpay values a metrics-driven mindset, so come prepared to discuss how you've used data to improve customer service in the past. Think of specific examples where you met targets or improved satisfaction metrics, and be ready to share those stories.
✨Demonstrate Team Spirit
Collaboration is crucial at Flatpay. Be ready to talk about times when you've worked effectively in a team, shared insights, or helped improve processes. Highlight your ability to adapt and learn from feedback, showing that you're eager to grow within the company.
