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For Companies At a Glance
- Tasks: Support customers with queries and ensure smooth onboarding experiences.
- Company: Join GoCardless, a global leader in bank payments with a commitment to inclusivity.
- Benefits: Enjoy competitive salary, hybrid working, wellness days, and equity options.
- Why this job: Make a real impact by helping businesses manage their payments effortlessly.
- Qualifications: Customer service experience; KYC or AML knowledge is a plus.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
The predicted salary is between 1120 - 1360 £ per month.
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. And, 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!
This fixed-term contract (12-months) 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 (Support & KYC) to more focused tasks such as sanction screening, accompanying Merchants during changes (e.g., acquisition operations, liquidations), acting as an escalation point for the rest of the Customer Operations team.
A KYC-oriented specialist uses their knowledge and expertise of AML, Financial Crime, and KYC to act as an escalation point for our Customer Operations team and support the team on daily verification and Customer service-related tasks.
Working hours
- Core shift: Monday - Friday, 10 am - 7 pm
- Rotational shift: Monday - Sunday, through 4 days (4 days working - 4 days off etc) 8am-8pm
We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays. This is a 12-month FTC position.
What excites you
- Supporting our Merchants with queries related to GoCardless products and processes.
- Advising merchants on best practices to maximise their use of GoCardless.
- Managing internal escalations and collaborating with relevant teams to ensure swift resolution.
- Working closely with various internal departments to create a smooth and seamless onboarding experience for our customers.
- Performing due diligence checks on new and existing merchants, ensuring compliance with internal policies and external regulations.
What excites us
- You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
- You have experience working with customers.
- If you have previous experience in KYC or AML, though this is not a requirement.
- Detail-oriented with the ability to work efficiently in a fast-paced environment.
- You care deeply about providing customers with a great experience while keeping calm under pressure.
- You’re comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach.
- Prior experience using tools like Zendesk or Looker is preferred, but not essential.
The Good Stuff!
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed GeeCees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.
Life at GoCardless
We’re an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it’s essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences.
Sustainability at GoCardless
We’re committed to reducing our 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.
Customer Operations Representative Riga, Latvia employer: GoCardless
Contact Detail:
GoCardless Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Representative Riga, Latvia
✨Tip Number 1
Network like a pro! Reach out to current or former employees at GoCardless on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer operations and KYC. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Show your enthusiasm for the role! During interviews, let your passion for customer service and problem-solving shine through. We love candidates who are genuinely excited about helping our merchants succeed.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re keen on the position. Plus, it’s a great way to reiterate your interest in joining the GoCardless team.
We think you need these skills to ace Customer Operations Representative Riga, Latvia
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Operations Representative role. Highlight your experience with customer support and any relevant skills that match what we’re looking for, like KYC or AML knowledge.
Show Your Passion: We love seeing enthusiasm! In your application, let us know why you’re excited about working at GoCardless and how you can contribute to our mission of making payments easier for businesses.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your communication skills shine through, especially since you'll be supporting customers via email.
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 role. Plus, it’s super easy!
How to prepare for a job interview at GoCardless
✨Know Your Stuff
Before the interview, make sure you understand GoCardless's products and services. Familiarise yourself with direct debit processes, KYC regulations, and how they impact customer operations. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight your ability to stay calm under pressure and your commitment to providing excellent service. This is crucial for a Customer Operations Representative!
✨Ask Thoughtful Questions
Interviews are a two-way street! Prepare some insightful questions about the team dynamics, company culture, or specific challenges the Customer Operations group faces. This shows that you're engaged and thinking critically about how you can contribute.
✨Emphasise Team Collaboration
Since the role involves working closely with various internal departments, be ready to discuss your experience in teamwork. Share examples of how you've collaborated with others to achieve common goals, especially in fast-paced environments. This will demonstrate your fit for the collaborative culture at GoCardless.
