GoCardless is hiring a

Customer Support: Germany

London, United Kingdom
Go the extra mile to delight our customers.
GoCardless is growing fast. We’ve built a world-class product that makes it simple for small and medium businesses to take recurring payments, and allows startups and large corporations to automate their payments in a way that was never possible before.
After launching in the UK and entering the German market in October 2015 - as covered by IT Finanzmagazin - we are rapidly gaining traction in Germany, serving hundreds of companies such as rankingCoach and betahaus Hamburg.
We’re looking for a bright, enthusiastic problem-solver to join our team, provide legendary customer service and support our growth in Germany.
The role
Every day you’ll be listening to our customers, answering their questions and reassuring them that their payments are in safe hands, so that they can focus on what matters most: their business.
We’ll help you become an expert in the complexity of our product and learn the multiple ways it can be used. You’ll tailor your approach and the level of information you give depending on what the individual user needs to know. You’ll be empowered to actually address their concerns and be responsible for following through until they are satisfied. You will join our friendly, tight-knit team and work together to find creative solutions to even the toughest problems. Ultimately we want every customer to hang up happy.
A typical day will include:
  • Answering calls and emails from our customers.
  • Using our sophisticated in-house fraud detection systems to protect our users.
  • Verifying new user accounts.
  • Talking to new users to help them get the most from our product.
  • Working with our product team to prioritise feature requests.
You’ll also be involved in improving our internal support tools and processes. We believe that technology should make us more effective, so a lot of our tools are built in-house and regularly updated. As our product is constantly evolving and new features are built, our internal admin dashboard needs regular revisiting. As we learn more about our growing customer base we can optimise our fraud detection algorithms. We create new processes to help us get more done, such as new email templates for common queries.
We care deeply about our customers’ experience and act with their best interest at heart: we take responsibility for their problems and we know that there is always something we can do to help, however long it takes. You’ll know our customers best, and have valuable input for everyone across the company - from working with the engineering team to get bugs fixed, to helping our sales team understand what our current users love.
We've built a friendly, collaborative culture, where we hire and develop motivated people that share our desire to do work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.

What we’re looking for

  • You love helping people, and you are interested in technology.
  • You’re a quick learner, able to digest complex information and distill it into clear answers.
  • You’re organised, diligent and attentive to detail.
  • You thrive in small teams and love collaborating.
  • You are a native-level German speaker and have a flawless command of both German and English.
This role would ideally suit an empathetic recent graduate with some client-facing experience in a fast-changing environment. However our team come from a variety of backgrounds and we welcome diversity – if you're unsure, please apply.
The role will be based in London.

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