Customer Operations Representative

Riga, LatviaFull-TimeMid-levelOperations

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This fixed-term contract (12-months) 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 (Support & KYC) to more focused tasks such as sanction screening, accompanying Merchants during changes (e.g., acquisition operations, liquidations), acting as an escalation point for the rest of the Customer Operations team.
A KYC-oriented specialist uses their knowledge and expertise of AML, Financial Crime, and KYC to act as an escalation point for our Customer Operations team and support the team on daily verification and Customer service-related tasks.

1) Core shift: Monday - Friday, 10 am - 7 pm
2) Rotational shift: Monday - Sunday, through 4 days (4 days working - 4 days off etc) 8am-8pm

Supporting our Merchants with queries related to GoCardless products and processes.
Advising merchants on best practices to maximise their use of GoCardless.
Managing internal escalations and collaborating with relevant teams to ensure swift resolution.
Working closely with various internal departments to create a smooth and seamless onboarding experience for our customers.
Performing due diligence checks on new and existing merchants, ensuring compliance with internal policies and external regulations.

You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
You have experience working with customers.
If you have previous experience in KYC or AML, though this is not a requirement.
Detail-oriented with the ability to work efficiently in a fast-paced environment.
You care deeply about providing customers with a great experience while keeping calm under pressure.
You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach.
Prior experience using tools like Zendesk or Looker is preferred, but not essential.

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: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.