Customer Operations Representative, German- speaking

<div class="content-intro"><h3><strong>About Us at GoCardless</strong></h3> <p>GoCardless is a <strong>global bank payment</strong> company. Over <strong>100,000 businesses</strong>, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. </p> <p>GoCardless processes <strong>US$130bn+</strong> of payments annually, across <strong>30+ countries</strong>; helping customers collect and send both <strong>recurring</strong> and <strong>one-off payments</strong>, 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 <strong>2,500 banks</strong>, we help our customers make faster, more informed decisions.</p> <p>We are headquartered in the<strong> UK</strong> with offices in <strong>London</strong> and <strong>Leeds</strong>, and additional locations in <strong>Australia, France, Ireland, Latvia, Portugal</strong> and the <strong>United States.</strong></p> <p>At GoCardless, we're all about <strong>supporting you</strong>! We’re committed to making our hiring process <strong>inclusive</strong> and <strong>accessible</strong>. If you need extra support or adjustments, reach out to your <strong>Talent Partner</strong> — we’re here to help! </p> <p>And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, <strong>we encourage you to apply!</strong></p></div><p><strong>The role</strong></p> <p>This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general to the most localised, 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.</p> <p>The role is expected to combine customer stakeholder management as well as query handling, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech. </p> <p><strong>Location</strong></p> <p>We would expect the person to work in a hybrid way, coming in to office 3 days a week (Monday, Wednesday and Thursday) </p> <p><strong>Working hours</strong></p> <p>Monday - Friday 10.00am - 7.00pm</p> <p>We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.</p> <p><strong>What excites you </strong></p> <ul> <li>Support German and English speaking customers through various channels e.g. email, phone and online meetings, ensuring the delivery of a first-class customer experience</li> <li>Advise merchants on best practices with the GoCardless product </li> <li>Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers</li> <li>Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues, via internal chats and escalations</li> <li>Review and create GoCardless Partner accounts for businesses</li> <li>Take part in resolving incidents and sending larger comms to impacted customers, where relevant</li> <li>Supporting the company in delivering projects, both internal and external to the Customer Support team.</li> <li>Document procedures and learnings to keep building internal knowledge to optimise scalable operations</li> </ul> <p><strong>What excites us </strong></p> <ul> <li>You are verbally fluent in English and German and can communicate clearly in writing in order to support customers via email or over the phone. </li> <li>You have some previous experience working in a Customer Support role</li> <li>You care deeply about providing customers with a great experience whilst keeping calm under pressure</li> <li>You take pride in having strong attention to detail and always see tasks ... (truncated, view full listing at source)