Technical Customer Operations Specialist
We are looking for a people’s person with technical acumen to assist our customers with a range of issues. You’ll be providing support across GC products and processes.
The role
As a technical customer support specialist you will be the first point of contact for any issues on our API, the main point of escalation within the customer support team. You will talk to engineers, product owners, customer success, partnership managers, solutions engineers and many more.
You will investigate across logs, databases, error monitoring tools, test and recreate bugs, consult and improve documentation, collaborate with developers, testers, salespeople and product managers. You will live and breathe customer needs and problems and bring their concerns to the table. You will oversee and future‑proof operational processes and workflows. You will handle migrations and review opportunities for upgrades of existing customers.
You’ll also be responsible for the team’s visibility within the business, presenting on wins, pushing for product and feature enhancements, leading the charge to ensure the team is built in an agile and sustainable way, taking the reins when recruitment drives are needed and developing your team mates. Cases you will handle via our CS platform (Zendesk) will be diverse and full of surprises. It will not be a numbers game, but one of quality and creativity.
Responsibilities
- First point of contact for API issues and escalation within the support team
- Investigate and resolve technical problems using logs, databases, and monitoring tools
- Recreate bugs and test fixes
- Consult and improve documentation
- Collaborate with developers, testers, product managers, and salespeople
- Future‑proof operational processes and workflows
- Handle migrations to and from GoCardless
- Review opportunities for upgrades and upgrades of existing customers
- Present on wins, product and feature enhancements
- Lead agile and sustainable team development and recruitment
Qualifications
- Experience in customer support, preferably SaaS
- Strong logical and analytical skills
- Tech experience, understanding code (e.g., tinkering with automations)
- Emotional intelligence and empathy, passion for helping people
- Resourcefulness and thinking outside the box
- Understand importance of anti‑money laundering and counter‑terrorist financing
- Comfortable working with internal stakeholders at all levels
- Continuous improvement mindset, even with repetitive tasks
- Fast learner, not afraid to ask when you don’t know the answer
- Prioritise multiple tasks and switch between them effortlessly
- Problem solving skills and patience to dig deep
- Excellent written and verbal communication skills
Nice to Have
- Experience with APIs, Kibana, SQL, Zendesk, Postman
Salary
Expected base salary range: €1600 – €2300 (gross).
Benefits
- Wellbeing: Dedicated support and medical cover
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period
- Hybrid Working: Flexibility, with in‑office days determined by your team
- Equity: Equity for permanently employed employees
- Parental leave: Tailored leave to support your life’s adventure
- Time off: Annual holiday leave based on location, plus 3 volunteer days and 4 wellness days
Diversity & Inclusion
We are committed to building a diverse team across genders, ethnicities, sexual orientations, neurodiversity, and disability. We welcome applications from all backgrounds.
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