Customer Operations Specialist, French, German Or Spanish - speaking

Customer Operations Specialist, French, German or Spanish-speaking

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

You will be a point of contact for GoCardless users and partners, resolving their queries, improving their onboarding experience, and helping them to navigate the GoCardless product. You'll also be responsible for supporting GoCardless customers by handling a variety of enquiries via email, live chat, and phone.

You will be speaking to English-speaking, and French (and/or German and/or Spanish) clients on a daily basis. You'll also be collaborating with internal teams such as Payment Operations, Engineering, Customer Success, and more…

In doing this role, you'll develop a thorough understanding of financial services, particularly in bank payments, direct debit, and open banking. Here, you will have the opportunity to grow with a business that's looking to pioneer a new age of payments. Furthermore, you'll become an expert in all things SEPA.

As a Specialist, your role will be more than just helping customers; you'll be working to improve processes, help team mates work together to meet common goals, and work with management to boost customer satisfaction and experience. You'll also be needed to help de-escalate situations and help to find solutions to escalations.

We work with tools such as Zendesk, Slack, Jira, and more, so if you're familiar with those — you'll be ready and set.

Working hours: Monday - Friday 9pm - 6am

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

What Excites You

• Helping people grow their businesses and client bases
• Investigating problems and solving them efficiently with team work
• Working in a diverse team, with some office time to collaborate
• Speaking your languages on a daily basis
• Growing and developing your career proactively

What Excites Us

• Stellar communication skills both externally and internally
• Proactive mindset, not afraid to investigate first, then ask
• Tech-savviness & ability to learn complex ideas quickly
• Experience in using Zendesk, Slack, and Jira
• Native/fluent English speaker & French (and/or Spanish and/or German)
• Eagerness to bring ideas to and improve internal processes
• Positive mindset to change
• Understanding of Compliance/KYC

Salary range: the expected base salary range for this position is between €32,000 - €48,000 (gross) per year.

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, 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 between you and fellow employees at GoCardless doing similar work.

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: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organization 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. 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 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. Check out our sustainability action plan here.

Find out more about Life at GoCardless via X, Instagram, and LinkedIn.