Customer Support Advocate (Night Shift)

Last updated 1 hours ago
Location:Greater London
Job Type:Full Time

About us

At GoCardless, we’re passionate about payments. Our vision is to provide businesses with the best way to collect recurring payments, wherever they and their customers are in the world.

Today, we help over 55,000 businesses take the pain out of getting paid, so they can focus on what they do best. And through our partnerships with over 200 software providers such as Xero, Zuora, Salesforce and Quickbooks, more and more businesses are benefiting from our unique global payments platform every day. We process $15bn of payments a year across more than 30 countries, powering recurring payments for businesses worldwide, from multinational corporations to small businesses.

We’re headquartered in the UK, and backed by some of the world’s leading investors including Google Ventures, Salesforce Ventures, Balderton Capital, Accel Partners and Notion Capital. Over 400 employees worldwide have decided to develop their careers with us. We’ve built a friendly, collaborative culture where we hire and develop people who share our desire to do work we can be proud of. We value learning and feedback, and support colleagues to develop in their role and more broadly in their career.

We're looking for bright, empathic people to join our night team from Monday to Friday from 12.00 am to 9.00 am (BST) shift and provide first-rate support and guidance to our UK, European, North American, and Australian users. This is a remote role

The role

We pride ourselves on listening to our users and doing everything we can to solve their problems. As a member of our Support team, you'll represent the customer's voice across the company. As your knowledge and experience grows, you’ll have opportunities to help inform our product roadmap to ensure we are always building something people want.

You'll work as part of a wider team of around 30 who work with our UK, European, Australian and North American merchants to solve tough problems and provide world class service. You’ll be handling calls and emails from our merchants and from customers using GoCardless to pay, utilising our in-house systems to help ensure that you can deliver the best support experience possible.

We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth. Once you’ve built the core foundations of knowledge required to succeed in your support role here at GoCardless, there will be scope for you to develop a specialism and take on more responsibility as our team continues to grow.

The ideal candidate

  • Previous experience of working unsocial hours is highly desirable
  • Previous experience of working remotely is highly desirable
  • Previous experience of working in a startup/scaleup is highly desirable
  • You love helping people & enjoy working in a truly fast-paced culture and thrive in small teams
  • You're organised, reliable, diligent, and have great attention to detail
  • You learn quickly and are comfortable with complexity
  • You are able to work independently and under minimal supervision
  • You have a flawless command of English and communicate with clarity

The remote shift requires you to have:

  • a stable and noise-free working environment conducive for serving our customers
  • a stable WiFi connection
  • able to work without any interruption to the service we provide

Important information

  • You must reside in the UK

  • Your CV must be accompanied with a cover letter

  • Your cover letter must outline the following:

- your motivation to apply for this role

- explain why this shift pattern appeals to you

- outline when and where you have worked unsocial hours before

  • Applications without a cover letter may not be considered

Life at GoCardless

Diversity is hugely important to us and we welcome applications from those with disabilities and from under-represented backgrounds. Throughout our hiring and onboarding process we make any reasonable adjustments necessary to create a level playing field and continually look at how we can improve in this area. We also have active ‘employee resource groups’ (such a BEAM and Rainbow) that are supported and sponsored by members of our Exec team; they work to engage and inspire our employees on diversity & inclusion topics throughout the year.

We offer flexible working hours and remote working arrangements, enhanced parental leave and pension packages. You’ll also receive equity, because we believe having this ‘buy in’ is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.

The COVID-19 pandemic has seen everybody at GoCardless shift to remote working and this is something we’ll continue to do into 2021. We continually review this approach in conjunction with the changing restrictions in each of our locations; additionally we offer support to maintain wellbeing and comfort, including subsidised home office equipment, workstation assessments and a range of remote social activities you can dip in and out of whenever you fancy.

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.