Customer Operations Specialist, GoCardless
Partnerships & API
+ Equity
1 day a week in office
Making payments easier for everyone
Job no longer available
Making payments easier for everyone
501-1000 employees
Job no longer available
+ Equity
1 day a week in office
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- You have some previous experience working in a Customer Support role
- You have a flawless command of English and communicate clearly in speaking and writing, and are happy to support customers via email or over the phone
- You care deeply about providing customers with a great experience
- You take pride in having strong attention to detail and always see tasks through to completion
- You're proactive, can pre-empt issues and are a creative problem solver
- You have the ability to keep calm under pressure
- Ability to learn or knowledge of API programming
- You understand the importance of anti-money laundering and counter-terrorist financing
- 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
- An interest/basic experience in at least one coding language such as PHP, .NET, Java, Ruby or Python is desirable
What the job involves
- GoCardless is on a mission to become the world’s bank payment network. Customer Operations is set to play a vital role in the business’s ambition to reach this goal
- This team is responsible for scaling, optimising, and at times creating sustainable operational processes that will help the business evolve and thrive in the Open Banking industry. This role is vital to the successful delivery of the company's objectives and ensuring we’re supporting our Customers’ journey from day one
- You’ll be working closely with our customers and touching base with a variety of teams and stakeholders within GoCardless
- You’ll also have the opportunity to develop your communication, operational, and prioritisation skills
- Though you will be expected to hit the ground running, you’ll be part of a dedicated team that’s well-established and has a focus on developing careers. To that end, before you start, there's paid training, an induction, and a thorough onboarding process, so you get comfortable with the GoCardless product
- This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers and Partners with a range of enquiries from the more general to the most technical, 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 team is also looking for a savvy troubleshooter that’s not afraid to get stuck in to API requests and investigating integrations to the GoCardless platform
- The role is expected to combine customer & stakeholder management as well as technical query handling, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech
- Advise merchants on best practices with the GoCardless product
- Support Partners and Developers in using the Gocardless product
- Supporting customers through various channels such as email, phone and online meetings, ensuring the delivery of a first-class customer experience
- Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
- Use tools such as Postman, Kibana and Looker to support and troubleshoot API queries
- Provide support on internal operations and the GoCardless product to colleagues, via internal chats and escalations
- Review and create GoCardless Partner accounts for businesses
- Solve technical and logical problems
- Supporting the company in delivering projects, both internal and external to the Customer Support team
- Take part in resolving incidents and sending larger comms to impacted customers, where relevant
- Document procedures and learnings to keep building internal knowledge to optimise scalable operations
- We care about customer experience, speed and quality. We have challenging KPIs that we work hard to deliver against and growing markets to serve as GoCardless expands globally
Salary benchmarks
Our take
GoCardless has emerged to facilitate recurring payments, with a focus on streamlining the subscription economy. After securing $75M in 2019 for international expansion, the company now operates in over 30 countries, processing over $130B annually across more than 2500 for 100,000 businesses.
Recent advancements include the acquisition of Nordigen in 2022, enabling GoCardless to leverage OpenBanking functionality and establish a robust platform for direct bank-to-bank payments. The company also achieved an impressive $312 million in Series G funding in 2022. With a strategic eye on the future, GoCardless introduced GC Embed, a white-labeling product granting other payment providers access to its premier bank payment platform.
This success is underscored by the company's commitment to innovation, exemplified by its 2019 partnership with TransferWise, integrating foreign exchange rates into its services. GoCardless continues to evolve, navigating the complex landscape of recurring payments and staying ahead of competitors like Stripe and Square, who are beginning to enter the subscription economy. With a global footprint spanning the UK, France, the US, Ireland, Latvia, Portugal, and ANZ, GoCardless remains at the forefront of reshaping how businesses manage and process recurring payments on a massive scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Feb 2022
$312m
SERIES G
Feb 2021
$105m
SERIES F
Total funding: $634.5m
Company benefits
- Enhanced maternity, paternity and shared parental pay
- 27 days holiday (excl. bank holidays)
- Work-away scheme
- Health insurance
- 4 additional wellbeing days off per year
- Equity grant for all permanent employees
Company values
- Start With Why: We believe you can only do a job properly when you know why you are doing it. Understanding why we care about the problem motivates us to keep going until we’ve solved it
- Make it Happen: We work with urgency, and take personal accountability for getting things done in pursuit of our vision.
- Care Deeply: We care deeply about our impact on the world and those around us
- Act with Integrity: We do what’s right even when no one is watching. We don't see doing the right things as a choice — we act with integrity regardless of the cost
- Be Humble: We act without ego and don’t let excuses get in the way of achieving our goals. We believe life's too short for self-importance
Company HQ
Clerkenwell, London, UK
Articles
Leadership
Hiroki Takeuchi
(Co-Founder & CEO)Hiroki and Matt met when they were consultants. They started GoCardless during Y Combinator. Hiroki was previously a Business Analyst at McKinsey & Company.
Matt Robinson
(Co-Founder & Board Member)Started company supplying waiters to events while at school, before joining McKinsey. Founded Nested Estate Agents in 2015 where they currently serve as CEO.
People progressing
Beccy joined GoCardless as a Sales Development Representative in May 2018 and has since had 3 promotions to become Senior Manager.
Steph joined GoCardless as an Intern in the Compliance team 4 years ago and she's now the Manager of the team.
Diversity, Equity & Inclusion at GoCardless
Lena Tailor (Director of D&I)
- Given the large number of hires we have been making in recent months, we have continuously reviewed both our hiring processes and channels to eliminate bias. We’ve introduced programs that attract diverse talent and we continuously seek to create hiring experiences that are fair, transparent and accessible by all
- We are working on creating a transparent framework for how we grow and develop talent in a scaling organisation. This will include bringing more clarity on internal career opportunities and provide clear expectations on the behaviours we want to see aligned to our values and commitment to building an inclusive organisation
- We have introduced systematic processes to help ensure compensation decisions are data-driven, fair and competitive. We have also invested in Reward capability and expertise to ensure we bring pay equity into every step of the employee journey
- Thanks to these employee-led groups we have been able to further our efforts in voluntary diversity data collection this year, to develop support for parents and carers, offer community mentoring opportunities in partnership with Career Accelerator, help to raise awareness and empathy during significant events of the past year, and importantly, offer more employees a community of people with whom they share experiences and interests
- To strengthen our commitment to D&I we have recently appointed our first Director of Diversity & Inclusion, an experienced culture change leader, which will allow us to have a more strategic and systematic approach to building a diverse and inclusive organisation for the long term and as we scale
- The Director will work with the executive team and ERGs to define clear D&I targets that GoCardless will commit to achieving over the next three years, and to develop a structured roadmap of initiatives aligned with those targets
- This will create greater clarity and accountability across the entire organisation on D&I progress
- We’ve got a long way to go, but here’s how we’re doing as of June 2022 - Female Employees - 46% - Ethnic background - 32% - Identify as LGBTQIA - 10% - Neurodivergent - 9%
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