Customer Operations Representative, German- speaking

Riga, LatviaFull-TimeMid-levelOperations

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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.
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.

We would expect the person to work in a hybrid way, coming in to office 3 days a week (Monday, Wednesday and Thursday)

Monday - Friday 10.00am - 7.00pm
We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

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
Advise merchants on best practices with the GoCardless product
Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues, via internal chats and escalations
Review and create GoCardless Partner accounts for businesses
Take part in resolving incidents and sending larger comms to impacted customers, where relevant
Supporting the company in delivering projects, both internal and external to the Customer Support team.
Document procedures and learnings to keep building internal knowledge to optimise scalable operations

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.
You have some previous experience working in a Customer Support role
You care deeply about providing customers with a great experience whilst keeping calm under pressure
You take pride in having strong attention to detail and always see tasks through to completion
You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
Ideally you have some understanding of anti-money laundering and counter-terrorist financing
Prior experience using tools like Zendesk or Looker is preferred, but not essential
We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

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.