POSTED Jan 12

Outbound Night Customer Support Advocate at GoCardless

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About us

We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customer's bank accounts. Our global payments network and technology platform take the pain out of getting paid for 65,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$20 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France, Germany and the United States.

About the team

Our Customer Support team advises and guides a wide variety of customers, ensuring the adoption of our platform and ultimately driving business value GoCardless. Our Customer Support Advocate - self-serve business does this through targeted engagements with customers at scale.

About the role

In this role, you will develop and grow in a world-class Customer Support team to retain and grow our 60,000+ customers globally.

We pride ourselves on listening to our users and doing everything we can to solve their problems. As a member of our Success group that sits alongside the Support team, you'll collaborate with Customer Support specialists and represent the unified customer's voice across the company. As your knowledge and experience grow, you’ll have opportunities to help inform our product roadmap to always build something people want.

In this role you will be primarily proactively making outbound phone calls; you will be handling live chats and handling email responses to your allocated accounts.

On a day-to-day basis:

  • You will understand the customer experience, putting customers' needs first
  • You will engage and target customers at critical points in the customer journey to ensure adoption, growth, and renewal of GC.
  • You will find opportunities to implement many programs that can efficiently and effectively drive customer outcomes at scale.
  • You will test playbooks and program ideas and track results based on defined customer goals.
  • You will identify common customer challenges and actively suggest better solutions.
  • You will create and adapt customer assets and delivery channels to maximize impact at scale.
  • You will help drive customer references and case studies.
  • You will identify upsell and cross-sell opportunities and work collaboratively with AEs to generate revenue

Who we’re looking for:

  • A self-motivated, dedicated individual with innovative ideas to inspire customer adoption.
  • Strong interpersonal skills and experience quickly building customer relationships.
  • Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team.
  • Creative problem solving under pressure when working through customer issues.
  • Experience with common SaaS technologies preferable e.g. Salesforce, Zendesk.

We're looking for bright, empathic people to join our team Monday to Friday from 10.00 pm to 7.00 am (40 hours per week) and provide first-rate support and guidance primarily to our UK and European, North American, and Australian users.

This role is completely remote; you could be based anywhere in the UK. This is a 6-month contract role with the strong possibility of extension or becoming permanent.

Our team comes from a variety of backgrounds and we embrace diversity. We welcome a wide diversity of applicants, so if you’re unsure please apply.

Life at GoCardless

When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: *Start With Why, Be Humble, Act with Integrity, *and *Care Deeply. *They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.

Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.

There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.

We're also rolling out our 'Adaptive Working' and 'Work Way' schemes. Adaptive Working *will allow you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring teams can collaborate effectively and get together and socialise. It comprises three components: days in the office, remote working, and a thoughtful environment. *Work Away gives the flexibility to work away from your normal place of work for up to 90 days in any 12 month period.

We also offer enhanced parental leave, pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.

There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.

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

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