Customer Operations Specialist, French, German or Spanish-speaking

Overview

Customer Operations Specialist, French, German or Spanish-speaking – Leeds, UK

GoCardless is a global bank payment company that processes payments for over 100,000 businesses across 30+ countries, enabling direct debit, real-time payments and open banking. We support recurring and one-off payments, use AI-powered solutions to improve payment success and reduce fraud, and connect to over 2,500 banks for faster, more informed decisions. We are headquartered in the UK with offices in London and Leeds, and locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we’re committed to inclusive and accessible hiring. If you need extra support or adjustments, reach out to your Talent Partner. If you’re excited by this role, we encourage you to apply!

You will be a point of contact for GoCardless users and partners, resolving queries, improving onboarding experience, and helping them navigate the GoCardless product. You’ll handle a variety of enquiries via email, live chat and phone, speaking to English-speaking clients and French (and/or German and/or Spanish) clients daily. You’ll collaborate with internal teams such as Payment Operations, Engineering, and Customer Success.

You will gain a thorough understanding of financial services, bank payments, direct debit, and open banking, with opportunities to grow within a business pioneering a new age of payments and becoming an expert in SEPA. As a Specialist you’ll also help improve processes, support teamwork to meet goals, assist management to boost customer satisfaction, and de-escalate escalations.

We work with tools such as Zendesk, Slack, Jira, and more.

Monday – Friday 9pm – 6am. This is a 24x7 operation, and employees may be required to work some bank holidays.

• Serve as a point of contact for GoCardless users and partners, resolving queries and guiding them through onboarding.
• Handle enquiries via email, live chat and phone; communicate with English, French and/or German/Spanish-speaking clients daily.
• Collaborate with internal teams (Payment Operations, Engineering, Customer Success) to improve processes and customer experience.
• Develop a deep understanding of financial services, including bank payments, direct debit, and open banking; grow into SEPA expertise.
• Escalate and de-escalate issues, helping to find solutions and improve satisfaction.
• Utilize tools such as Zendesk, Slack, Jira to support daily work.

• Native/Fluent English speaker and French (and/or Spanish and/or German) proficiency.
• Excellent communication skills, both externally and internally.
• Proactive mindset with the ability to investigate before asking.
• Tech-savvy with the ability to learn complex ideas quickly.
• Experience using Zendesk, Slack, and Jira.
• Understanding of Compliance/KYC.
• Willingness to work in a 24x7 operation and on some bank holidays.

Salary range - €32,000 – €48,000 (gross) per year. Base salary ranges depend on role, level, location and market data. Salaries are often offered between the minimum and the mid-point of the range, with adjustments based on experience and performance.

• Wellbeing: dedicated support and medical cover.
• Work Away Scheme: work from anywhere up to 90 days/year.
• Hybrid Working: in-office days determined by your team.
• Equity: permanently employed staff receive equity.
• Parental leave: tailored leave.
• Time Off: generous holidays, 3 volunteer days and 4 wellness days annually.

We’re building the payment network of the future with a diverse team and perspectives. We provide optional, anonymous demographic questions as part of our commitment to inclusion and transparency.