Python Job: Customer Support Specialist - UK Evening

About us
We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts. Our global payments network and technology platform take the pain out of getting paid for 70,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France and the United States.

Go the extra mile to delight our customers.

GoCardless is growing fast. We've built a world-class product that opens up Direct Debit to small and medium-sized businesses across the UK, Europe, Australia and North America! We have recently extended our offering to multinational companies like the Guardian, TripAdvisor and Box. Thousands of businesses already rely on us to handle their payments, and hundreds more join us every week.

We're looking for bright, empathic people to join our evening Support team to provide first-rate support and guidance to our UK, European, North American and Australian users. This is a remote evening shift role, Monday to Friday,* 3pm - 12am (GMT) .*

The role
We pride ourselves on listening to our users and solving their problems. Whether explaining when a payment will be received or advising on a failing web API request, we provide our users with world-class service.

As a member of our Support team, you'll represent the customer's voice across the company. As your knowledge and experience grow, you'll have opportunities to help inform our product roadmap to ensure we are always building something people want.

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.

You'll work as part of a wider team of around 25 passionate individuals who support our North American, Australian, UK, and European merchants to answer customer queries and solve tough problems.

You'll be working remotely, handling emails and calls from our merchants and from customers using GoCardless to pay. You'll utilise our in-house systems to help ensure that you can deliver the best support experience possible. As a Customer Support Specialist, you will also delve into the product on a technical level and assist partners and developers using GoCardless.

The ideal candidate:

• you love helping people
• you enjoy working in a truly fast-paced culture
• you're a creative problem solver - you learn quickly and are comfortable with complexity
• you're organised, reliable, diligent, and attentive to detail
• you thrive in small teams and can work independently, under minimal supervision
• interest in and ability to learn web API programming
• coding skills in languages such as PHP, .NET, Java, Ruby and Python are a plus
• previous experience of working remotely is highly desirable
• previous experience of working in a startup/scaleup is highly desirable
• previous experience of working in a global team is highly desirable
• you have a flawless command of English and communicate with clarity, whether written or over the phone

As a remote worker, the following are required:

• a stable and noise-free working environment conducive to serving our customers
• a stable WiFi connection
• able to work without any interruption to the service we provide
• flexibility around bank holidays (we operate a 24/5 service)

Life at GoCardless
When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: Start With Why, Be Humble, Act with Integrity, and Care Deeply. They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.
Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.
There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.
We're also rolling out our 'Adaptive Working' and 'Work Away' schemes. Adaptive Working will allow you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring teams can collaborate effectively and get together and socialise. It comprises three components: days in the office, remote working, and a thoughtful environment. Work Away gives the flexibility to work away from your normal place of work for up to 90 days in any 12 month period.
We also offer enhanced parental leave, pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.
There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.

Job Type: Full-time