Here at GoCardless, were building the worlds bank payment network. Bringing simple and secure direct bank payment solutions for people and businesses everywhere, as well as making open banking more accessible. GoCardless is used by 75,000+ organisations and counting, processing more than $30 billion of payments across 30 countries.

Were an award-winning London based fintech, with additional offices in Riga, Paris, Melbourne and New York.

GoCardless is on a mission to become the worlds bank payment network. Customer Operations is set to play a vital role in the businesss ambition to reach this goal. This team is responsible for scaling, optimising, and at times creating sustainable operational processes that will help the business evolve and thrive in the Open Banking industry. This role is vital to the successful delivery of the company's objectives and ensuring were supporting our Customers journey from day one.

If youre eager to make your mark and are looking for an exciting challenge, this may be your role. Youll be working closely with our customers and touching base with a variety of teams and stakeholders within GoCardless. Youll also have the opportunity to develop your communication, operational, and prioritisation skills. Though you will be expected to hit the ground running, youll be part of a dedicated team thats well-established and has a focus on developing careers. To that end, before you start, there's paid training, an induction, and a thorough onboarding process, so you get comfortable with the GoCardless product. If youre happy working in a fast-paced environment where the work is varied and challenging, then this is the role for you.

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This role is part of the Customer Operations group and is responsible for supporting customers and carrying out Customer & KYC responsibilities such as carrying out KYC checks, providing an excellent level of service by owning customer queries relating to product usage, general enquiries and troubleshooting.

While setting up this team, we will begin by dedicating the team to tasks related to customers or KYC. The role is expected to eventually blend KYC and customer skills, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech. Not only will it allow for two essential skill sets to be developed and mastered that are key for the fintech industry but it will allow for development and growth into a multitude of pathways such as AML Analysis, senior customer support and potential management opportunities.

Location
Onsite - Riga, Latvia

Rotational Shift Pattern (4 days working - 4 days break, including weekdays and weekends rotation between following shifts per below)
8 am - 8 pm EET for 4 days
4 days off
8 pm - 8 am EET for 4 days
4 days off

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

For all the shift options mentioned above, the first week will be dedicated to induction & onboarding, and you will need to be in our Riga office from 10 am - 6 pm, before transitioning to your contracted shift pattern from week 2.

As a Customer & KYC Representative, you will:

You will be the first point of contact for our customers regarding any/all queries and primarily provide phone & email support to our customers globally.
Take ownership of the issue(s) and support our customers most efficiently whilst consistently delivering world-class customer service.
Analysing and reporting product issues and representing customer voice across the company
Guide our customers to use our dashboard and explain the benefits of our products by having valuable discussions with customers
Monitoring customer complaints on social media and reaching out to provide assistance
Ensure that our local and global KYC (Know your Customer) requirements are met while ensuring new and existing customers have a seamless experience by delivering high quality KYC reviews
Stop the bad actors by ensuring were catching those that we believe are misusing the GoCardless platform. It is our regulatory and moral obligation to prevent money laundering and terrorist financing
Perform politically exposed persons (PEP), Sanctions and Adverse media screening
Identify opportunities to upskill other team members and proactively share knowledge
We are about customer experience, speed and quality. We have challenging KPIs that we work hard to deliver against and growing markets to serve as GoCardless expands globally. 

You're interested in KYC & customer support and want to learn and grow your career in this space
You have a flawless command of English and communicate clearly in speaking and writing, and are happy to support customers via email and over the phone
You love helping people and care deeply about providing customers with a great experience
Ability to handle a high volume of calls and emails and be able to consistently meet targets
You take pride in having strong attention to detail and always see tasks through to completion
You learn quickly and are comfortable with complexity and a technical product
Youre able to follow processes to the letter and challenge these where they can be improved
You have a tremendous sense of urgency tempered by the ability to keep calm under pressure
Having previous experience working in a similar role in a contact centre/customer support operations or KYC role is highly desirable
Prior experience using tools like Zendesk, Intercom or Looker is desirable
We dont expect you to meet every requirement. If youre excited by this role, we encourage you to apply. 

Wellbeing - stay healthy with dedicated support and medical cover
Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
Adaptive Working - allows you to work flexibly, around your lifestyle
Equity - all permanently employed GCs get equity to help you make a valuable contribution
Parental leave - to suit everyone embarking on life's great adventure
Learning Budget - lead your own development with an annual learning budget
Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (GC Fridays)

We're an organisation defined by our values; We start with why before we begin any project, to ensure its aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.