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 career growth opportunities.
- Other info: Be part of a passionate team dedicated to innovating financial services.
- Why this job: Make a real impact by helping businesses simplify their payment processes.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25650 - 31350 £ 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.
- 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, Saa S, 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
- #J-18808-Ljbffr
Customer Operations Agent in London employer: Flatpay
Flatpay is an exceptional employer that champions a dynamic work culture, offering remote flexibility and the opportunity to thrive in the fast-paced fintech sector. With competitive earnings potential and generous benefits like mileage reimbursement and company-provided equipment, employees are empowered to grow and succeed while enjoying a supportive environment in Worcester.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flatpay. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flatpay before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Agent in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flatpay:Your cover letter is your chance to shine! Tell us why you want to work at Flatpay specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flatpay!
How to prepare for a job interview at Flatpay
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
