Customer Support Agent

About the job

Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. 

What you'll do

Role Title

Role: Customer Support Agent
Location: 5 days ​a week - London, White ​City

Responsibilities

• Speak with customers: Make outbound calls and take inbound calls to support our customers, gather feedback, and provide guidance on their setup or experience.
• Manage issues: Resolve customer enquiries and support tickets efficiently, making sure we deliver fast and accurate help.
• Handle onboarding: Prepare onboarding contracts for new customers and ensure all documentation is correctly completed and submitted.
• Track satisfaction: Keep our customer satisfaction data up to date and help identify areas where we can improve.
• Be a team player: Work closely with internal teams to pass along customer insights and help improve tools, processes, or services.
• Contribute ideas: Bring forward suggestions based on your conversations with customers to help us make smarter decisions.

Who you are

Skills & Attributes

• High energy, persistence and positive attitude toward customers
• Strong verbal and written skills 
• Metrics-driven mindset and comfort working toward daily/weekly targets
• Receptive to feedback and eager to learn customer support best practices
• Comfortable working both independently and with a team
• Ability to multitask, manage time effectively and stay organised in a fast-paced environment

Our Values 

At Flatpay, how we work matters as much as what we achieve. 

Happy Humans – We bring energy to our work and create teams people enjoy being part of. 

No Assholes – We perform at a high level while treating colleagues and customers with respect. 

It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business. 

Start With No – We challenge ideas, think commercially and focus on what truly creates value. 

Sky-High Ambitions – We set bold goals and expect people to keep raising the bar. 

The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions. 

Background

• Previous experience in customer service or a similar role
• Bonus: experience in the payments or fintech sector
• Fluent English speaker 
• Positive mindset and strong focus on customer satisfaction
• Right to work in the UK (unfortunately we can’t offer visa sponsorship right now)