Technical Customer Operations Specialist

About Us at GoCardless

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

We are looking for a people's person with technical acumen to assist our customers with a range of issues. You'll be providing support across GC products and processes.

As a technical customer support specialist you will be the first point of contact for any issues on our API, you will be the main point of escalation within the customer support team . You will be talking to engineers, product owners,customer success, partnership managers, solutions engineers and many more. . These people know what they're doing, what they need, and really appreciate sharp, to-the-point support.

You will need to investigate across an array of logs, databases, error monitoring tools. Test and recreate bugs.Consult and improve documentation, collaborate with developers, testers, salespeople and product managers. You will live and breathe customer needs and problems and bring their concerns to the table, be their advocate.

As well as overseeing & future-proofing operational processes and workflows, such as using data analysis and stakeholder management to ensure the successful and scalable onboarding of new customers, handling migrations to and away from GoCardless, and the regular review of opportunities with the upgrades of existing customers.

You’ll also be responsible for the team’s visibility within the business, presenting on wins and pushing for product and feature enhancements in line with opportunities spotted. As well as process future-proofing, you’ll be leading the charge to ensure the team is built in an agile and sustainable way, taking the reins when recruitment drives are needed and developing your team mates.

The cases you will handle via our CS platform (Zendesk) will be very diverse and full of surprises. It will not be a numbers game, but one of quality and creativity. From the various cases that you will handle on a daily basis, half are initially a mystery that requires a good amount of head-scratching and collaboration.

We take pride in the quality of our support and are looking for a professional who will help us take our service to the next level.

What excites you

Understanding complex systems and processes

Devising new ways to extract and process data

Participate in automating your tasks and making your job easier

Process driven work at varying levels of complexity

Solving and pre-empting risks by drilling in to the details to ‘crack’ a problem and proactively identifying issues

Delivering excellent service to our customers and partners

Pushing for improvement opportunities and working alongside your manager to implement these

Working cross functionally to ensure the best experience and outcome for our customers as our processes scale and adapt

Provide support on internal operations and the GoCardless product to colleagues, via internal chats and escalations

Review and create GoCardless Pa