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Partnership Support Advocate at GoCardless
London, GB

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 and now Australia! 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 night team and provide first-rate support and guidance to our Australian and UK users.

The role

We pride ourselves on listening to our users and doing everything we can to solve their problems, from sending an email to getting a new feature added to our product roadmap.

We’ve built a new Partnerships Support team to give our partners and the merchants using them a better customer experience.

You’ll learn the complexities of our product and how to distill this into clear, useful answers. Over time, you will become an expert in the multiple ways in which our merchants use GoCardless, from the dashboard to the API, with a specialist focus on partner integrations, so that you can solve every problem that comes your way.

You’ll be an escalation point for calls and emails from our merchants that use GoCardless through one of our partners, utilising our in-house systems to help ensure that you can deliver the best support experience possible.

You'll listen to our users, help them with their problems and ensure they know how to get the most out of our product. You'll make sure our emails are always accurate and helpful, and use your knowledge to anticipate any potential for further issues and address them early on.

As a member of our Partnerships Support team, you'll represent our connected merchant’s voice across the company. As your knowledge and experience grows, you’ll help inform our product roadmap to ensure we are always building something people want.

You'll work with the wider support team who work with our direct merchants to solve tough problems and provide legendary service. We also run regular internal training sessions to ensure the whole team understand the complexities of the product, our partners and the implications of any new features.

We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.

Responsibilities will include:

  • Becoming an expert on the GoCardless product and how partners integrate it into their platforms
  • Being an escalation point for tickets and calls from merchants that relate to the partner integrations they are using (once you have the knowledge of course!)
  • Being an escalation point for questions from the wider support team about our partners
  • Monitoring, evaluating and prioritising feature requests
  • Updating the wider support team when relevant changes are made to our product
  • Creating and delivering training for the wider support team
  • Being involved in building and maintaining the partner content on both our internal and external help centres
  • Liaising with our partners’ support teams to build relationships and workflows between the teams

The ideal candidate:

  • You love helping people
  • You're organised, diligent and attentive to detail
  • You learn quickly and are comfortable with complexity
  • You thrive in small teams
  • You have a flawless command of English and communicate with clarity
  • You have experience with writing help documentation
  • You are able to work independently and under minimal supervision
  • Our team comes from a variety of backgrounds and we embrace diversity – if you have an additional language, even better!

This role would suit someone who is passionate about the client-facing experience operating within a fast-paced tech company, and has the drive to go above and beyond to ensure the service we provide is always second to none.

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