POSTED Jan 14

Customer Support Specialist (evening, 3 pm to 12 am) 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.

We're looking for bright, empathic people to join our evening from 3 pm - 12 am, Monday to Friday (GMT) to provide first-rate support and guidance to our UK, European, North American and Australian users. This is a remote role.

The role

We pride ourselves on listening to our users and doing everything we can to solve their problems. As a member of our Support team, you'll represent the customer's voice across the company. As your knowledge and experience grows, you’ll have opportunities to help inform our product roadmap to ensure we are always building something people want.

We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.

You'll work as part of a wider passionate team who work with our UK, European, Australian and North American merchants to solve tough problems and provide world class service. As a Customer Support Specialist you will delve into the product on a technical level and assist partners and developers using GoCardless.

The ideal candidate

  • Creative problem solver
  • ability to learn API programming
  • desirable to have coding skills in languages such as PHP, .NET, Java, Ruby and Python
  • previous experience of working remotely is highly desirable
  • previous experience of working in a startup/scaleup is highly desirable
  • previous experience of working evening/night shift is highly desirable
  • you love helping people & enjoy working in a truly fast paced culture and thrive in small teams
  • you're organised, reliable, diligent and attentive to detail
  • you learn quickly and are comfortable with complexity
  • you are able to work independently and under minimal supervision
  • you have a flawless command of English and communicate with clarity, whether written or over the phone

If you wish to work remotely, then we require you to have:

  • a stable and noise free working environment conducive for serving our customers
  • a stable WiFi connection
  • able to work without any interruption to the service we provide
  • Flexibility around bank holidays (we operate a 24/5 service)

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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