Customer Operations Agent

Flatpay; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A fast-growing fintech company in London seeks a Technical Support Specialist to provide assistance to merchants with payment terminals and software. You will troubleshoot issues, guide onboarding, and collaborate with teams to enhance the customer experience. Ideal candidates have 1-2 years in customer support, strong communication skills, and must be fluent in English. This office-based role requires work 5 days a week.

Qualifications

• 1–2 years’ experience in customer operations or technical support.
• Advantageous: experience with troubleshooting hardware or payment terminals.
• Fluent English speaker with excellent communication skills.

Responsibilities

• Provide technical support via calls, chat, and email.
• Troubleshoot system issues using internal tools and logs.
• Prepare onboarding contracts and guide customers through setup.
• Log, prioritise, and resolve support tickets efficiently.
• Monitor system performance and suggest process improvements.
• Analyse customer feedback and propose enhancements.
• Collaborate across teams to improve customer experience.

Skills

High energy and positive attitude

Strong verbal and written skills

Metrics-driven mindset

Open to feedback and learning

Comfortable working independently and in a team

Ability to multitask

Job description

About the job

Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with the mission to take the stress out of card payments for SMBs.

Businesses want to focus on what they do best; running their business. But monthly hardware fees, different rates for different cards, extra costs on every transaction and frequent price increases have made payments too stressful. That’s why we started Flatpay. One flat rate across all cards - that’s it.

We’re already more than 1,000 people across Denmark, Finland, Italy, Germany and France and recently launched in the UK.

Location: London, UK (Office-based, Soho Works, White City), 5 days a week

What you'll do

What You’ll Be Doing

• Provide technical support: Respond to inbound and outbound calls, chat, and email enquiries from merchants to resolve issues related to payment terminals, software setup, and account access.
• Troubleshoot system issues: Use internal dashboards, diagnostic tools, and transaction logs to identify and resolve technical faults - escalating to engineering or product teams where needed.
• Guide merchant onboarding: Prepare onboarding contracts, verify merchant data, and walk customers through technical setup and terminal configuration to ensure smooth activation.
• Manage support tickets: Log, prioritise, and resolve support cases efficiently, keeping customers updated throughout.
• Monitor system performance: Track recurring technical problems and collaborate with internal teams to suggest fixes or process improvements.
• Analyse customer feedback: Maintain satisfaction metrics, identify friction points, and propose enhancements to tools or processes.
• Collaborate across teams: Share customer insights with product, risk, and operations teams to improve the customer experience and reduce technical issues over time.

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

Why Flatpay?

• 1–2 years’ experience in customer operations, technical support, merchant support, or customer service within: fintech, SaaS, telecoms, payments or other relevant fields.
• Advantageous but not essential: hands‑on experience troubleshooting hardware, payment terminals, or software integrations
• Advantageous but not essential: familiarity with CRM systems and ticketing tools
• Fluent English speaker with excellent communication skills.
• Right to work in the UK - unfortunately we’re unable to provide sponsorship at this time