Technical Customer Operations Specialist

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 Partner accounts for businesses
• Supporting the company in delivering projects, both internal and external to the Customer Support team.
• Take part in resolving incidents and sending larger comms to impacted customers, where relevant

What excites us 

• Experience in customer support, preferably SaaS
• Strong logical and analytical skills 
• Tech experience, understanding code. (took a course, dropped out of Computer Science in university, you like to tinker with automations, etc..)
• Emotional intelligence and empathy, passion for helping people
• Resourcefulness, thinking outside of the box and ability to look up information
• You understand the importance of anti-money laundering and counter-terrorist financing
• You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
• You don’t lose focus and always look for ways to improve - even if the task is repetitive
• You’re a fast learner and not afraid to ask when you don’t know the answer
• You can prioritise multiple tasks and switch between them effortlessly
• You are a problem solver and have the patience to identify discrepancies and root causes - even if it takes time and you have to dig deep
• You like to dive into details to find the right answer and always follow through to the end
• You have excellent written and verbal communication skills
  
  

Nice to Have 

• Experience working with API's , Kibana, SQL, Zendesk, Postman,
  
  

Salary range - the expected base salary range for this position is between €1600 - €2300 (gross).

Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and parity between you and fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.