Customer Operations Specialist Riga, Latvia in London

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!

The role is part of the International Customer Operations team. As a member of this team, you will be responsible for supporting GoCardless customers by handling a variety of enquiries via email and phone. These range from general support requests to more technical investigations involving our product. You will also assist partners and developers in effectively using GoCardless. You’ll use our in-house systems to help ensure that you can deliver the best support experience possible.

As a Customer Operations Specialist, you will act as an escalation point for our French and UK merchants. You’ll be responsible for resolving complex issues that require a higher level of support, ensuring timely and effective solutions while maintaining a high standard of customer satisfaction. In this role, you’ll work independently, collaborating with cross-functional teams as needed and contributing to continuous improvement initiatives within the wider Customer Operations function.

Working hours: 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.

What excites you:

• Supporting our merchants with basic queries related to customer service throughout the entire merchant lifecycle.
• Advising merchants on best practices when using the GoCardless product.
• Speaking directly to customers to troubleshoot and resolve issues efficiently.
• Identifying and proposing improvements based on customer feedback and recurring trends.
• Collaborating with a high-energy, supportive team to help achieve GoCardless’ wider goals.
• Sharing your knowledge proactively, helping to upskill team members, and suggesting process improvements.
• Developing your skills through hands‐on experience and meaningful project work.
• Embracing variety in your day‐to‐day work within a fast‐paced, constantly evolving environment.
• Approaching challenges with a creative and analytical mindset, quick to learn and comfortable with complexity.

What excites us:

• You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
• 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.