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Customer Operations Specialist

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TrueLayer

Aug 16

Applications are closed

  • Job
    Full-time
    Mid Level
  • London

Requirements

  • Fluent in English and Advanced proficiency in German
  • Experience providing technical support at a technology company
  • Demonstrate expert writing competencies, skilled in assisting users to resolve intricate problems
  • Are familiar with modern web services and APIs, and enjoy learning about technical solutions
  • Are able to articulate in a simple manner a complex technical issue
  • Have strong analytical skills, and are able to explain how TrueLayer works to a wide range of audiences
  • Can appreciate perspectives from both users and developers, integrating their insights to strengthen a culture focused on the user experience
  • Have the ability to prioritise demands in a fast-paced environment
  • Enjoy being part of a small team and are actively thinking of ways to enhance our processes, our internal tools, and the way we work

Responsibilities

  • Leverage your product expertise to assist users in investigating, triaging bugs, and resolving issues via Slack and Zendesk, ensuring an advanced user experience
  • Closely support a portfolio of Enterprise accounts, working with our Customer Success Team to maintain positive support relationships
  • Collaborate closely with our engineering and product teams, acting as the voice of the customer to identify and resolve bugs, prioritise feature requests, and facilitate continuous product improvement
  • Contribute to FAQs and both internal and external documentation to enhance product understanding
  • Identify and implement processes to improve the Customer Experience
  • Work Monday to Friday, with additional on-call shifts organised on a rota basis within the Client Operations team

FAQs

Do we support remote work?

Yes, we offer a hybrid work model, allowing you to work from home three days a week and from our offices in London, Milan, or Dublin for two days.

Do we support healthcare benefits?

Yes, we provide private health insurance from the day you start.

What languages are required for this role?

Fluency in English and advanced proficiency in German are required for this position.

Is experience in technical support necessary?

Yes, experience providing technical support at a technology company is required.

What will my main responsibilities be as a Customer Operations Specialist?

You will be responsible for troubleshooting and resolving client support requests, collaborating with engineering and product teams, supporting Enterprise accounts, and contributing to documentation and FAQs.

What kind of support can I expect for my professional development?

You will have access to a £1000 budget each year to spend on learning and development.

Do we offer flexible working hours?

Yes, we do offer flexible working hours to accommodate various personal schedules.

Are there additional benefits for wellbeing?

Yes, we offer 12 fully-paid wellbeing days a year and a membership to a mental wellbeing platform, as well as a premium Calm subscription.

How does your company approach diversity and inclusion?

At TrueLayer, we embrace diversity and encourage applications from underrepresented groups, offering support during the interview process to ensure inclusivity.

What is the vacation policy?

You will receive 24 days of holiday as standard, with flexible bank holidays that you can take whenever you like.

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TrueLayer

We power smarter, faster and safer payments for industry leading businesses across the UK and Europe.

Technology
Industry
201-500
Employees
2016
Founded Year

Mission & Purpose

TrueLayer is Europe’s leading open banking payments network. We power smarter, safer and faster online payments by combining real-time bank payments with financial and identity data. Businesses big and small use our products to onboard new users, accept money and make payouts in seconds, and at scale.

Culture & Values

  • Think big

    We have serious fun making, breaking, inventing and experimenting.

  • Own it

    We embrace ambiguity, encourage leadership and apply accountability.

  • Value people

    We come together to support, enable and elevate each other.

  • Open up

    We promise you an open environment so you can be your true self.

Benefits

  • Flexible hours

    So your work can work around your commitments

  • Learning and development

    Time (and a budget) to progress and sharpen your skills

  • Extended parental leave

    For either parent, and with no minimum tenure

  • Global work allowance

    A quarterly allowance to visit our hub cities around the world

  • Relocation assistance

    Logistical and financial support if you're moving to join us

  • Flexible holidays

    You get 24 days as standard. If you need more, just ask

  • Health insurance

    Private health insurance, starting the day you start

  • Wellbeing days

    12 wellbeing days a year to take off, no questions asked