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- Tasks: Support German and English-speaking customers, providing top-notch service and solutions.
- Company: Join GoCardless, a leading global bank payment company with a vibrant culture.
- Benefits: Enjoy hybrid working, generous holidays, equity options, and wellness support.
- Why this job: Be part of a dynamic fintech team making a real impact in customer operations.
- Qualifications: Fluency in German and English, with some customer support experience preferred.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
The predicted salary is between 22000 - 29000 £ per year.
Customer Operations Representative, German-speaking
Leeds, UK
About GoCardless
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 24×7 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.
The Good Stuff!
- 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 leave: Tailored leave to support life events
- Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually
Life at GoCardless
We are an organisation defined by our values. We start with why before projects, act with urgency, take personal accountability, and act with integrity. We care deeply about our work and strive to be humble while delivering impactful results.
Diversity & Inclusion
We’re building the payment network of the future and need a diverse team with a range of perspectives. As of July 2024, here’s where we stand:
- 45% identify as women
- 23% identify as Black, Asian, Mixed, or Other
- 10% identify as LGBTQIA+
- 9% identify as neurodiverse
- 2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives, as well as our latest D&I Report.
Sustainability at GoCardless
We’re committed to reducing environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.
Interested in building your career at GoCardless? Get future opportunities sent straight to your email.
We do not include external application forms or unrelated notices in this refined version.
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Customer Operations Representative, German- speaking New Leeds, UK employer: GoCardless
Contact Detail:
GoCardless Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Representative, German- speaking New Leeds, UK
✨Tip Number 1
Network like a pro! Reach out to current employees at GoCardless on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you would handle difficult customers or tricky situations. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your language skills! Since this role is German-speaking, be ready to demonstrate your fluency during the interview. Maybe even prepare a few phrases in German to impress the interviewers!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the GoCardless team!
We think you need these skills to ace Customer Operations Representative, German- speaking New Leeds, UK
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to customise your application for the Customer Operations Representative role. Highlight your experience in customer support and how it relates to our mission at GoCardless. This shows us you’re genuinely interested!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant, and make sure your key skills and experiences are front and centre.
Apply Through Our Website: Don’t forget to apply 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 to do!
How to prepare for a job interview at GoCardless
✨Know Your Stuff
Before the interview, make sure you understand GoCardless and its products. Familiarise yourself with their services, especially how they help customers with payments. This will show your genuine interest and help you answer questions more confidently.
✨Show Off Your Language Skills
Since this role requires fluency in both German and English, be prepared to demonstrate your language skills during the interview. Practice answering common customer service scenarios in both languages to showcase your ability to communicate effectively.
✨Customer-Centric Mindset
Highlight your previous customer support experience and how you've handled challenging situations. Be ready to share specific examples of how you provided excellent service or resolved issues, as this is crucial for the role.
✨Ask Smart Questions
Prepare thoughtful questions about the company culture, team dynamics, and what success looks like in this role. This not only shows your enthusiasm but also helps you gauge if GoCardless is the right fit for you.