Experienced Customer Operations Representative – Global Payment Solutions

At arenaflex, we're a leading global bank payment company, empowering over 100,000 businesses to collect and send payments through direct debit, real-time payments, and open banking. Our innovative solutions process US$130bn+ of payments annually, across 30+ countries, helping customers collect and send both recurring and one-off payments without the hassle, stress, or expensive fees. We're headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia, and the United States. As a Customer Operations Representative at arenaflex, you'll be part of our international Customer Operations group, supporting customers with a range of enquiries from general to localized, including advising on the best way to use our products and services. Providing an excellent level of customer service is crucial to our team, and you'll be a key part of delivering this.

About arenaflex

arenaflex is a global bank payment company that's revolutionizing the way businesses collect and send payments. Our mission is to make payments faster, more informed, and more secure. We're committed to making our hiring process inclusive and accessible, and we're proud to be a diverse and inclusive organization.

The Role

As a Customer Operations Representative, you'll be responsible for:

• Supporting French and English speaking customers through various channels, including email, phone, and online meetings, ensuring a first-class customer experience
• Advising merchants on best practices with the arenaflex product
• Handling internal escalations to relevant teams, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
• Providing support on ad-hoc translations and internal operations regarding the arenaflex product to colleagues, via internal chats and escalations
• Reviewing and creating arenaflex Partner accounts for businesses
• Taking part in resolving incidents and sending larger comms to impacted customers, where relevant
• Supporting the company in delivering projects, both internal and external to the Customer Support team
• Documenting procedures and learnings to keep building internal knowledge to optimize scalable operations

What We're Looking For

* You're verbally fluent in English and French and can communicate clearly in writing to support customers via email or over the phone

• You have some previous experience working in a Customer Support role
• You care deeply about providing customers with a great experience while keeping calm under pressure
• You take pride in having strong attention to detail and always see tasks through to completion
• You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
• Ideally, you have some understanding of anti-money laundering and counter-terrorist financing
• Prior experience using tools like Zendesk or Looker is preferred, but not essential

What We Offer

* A competitive salary range of £26,208 - £32,400

• A comprehensive benefits package, including wellbeing support, medical cover, and a Work Away Scheme
• A hybrid work model that offers flexibility and adaptability
• Equity in the company to share in our success
• Generous holidays, 3 volunteer days, and 4 wellness days annually
• A commitment to diversity and inclusion, with a range of Employee Resource Groups and objectives
• A focus on sustainability, with a climate-positive future and a Tech Zero coalition membership

Life at arenaflex

We're an organization defined by our values: starting with why, making it happen, acting with integrity, caring deeply, and being humble. Our values form part of the arenaflex DNA, and we use them to nurture and develop our culture, deliver impactful work, and achieve our vision. We're committed to reducing our environmental impact and leaving a sustainable world for future generations.

Diversity & Inclusion

We're building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here's where we stand:

• 45% identify as women
• 23% identify as Black, Asian, Mixed, or Other
• 10% identify as LGBTQIA+
• 9% identify as neurodiverse
• 2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here, as well as our latest D&I Report.

Sustainability at arenaflex

We're committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we're working towards a climate-positive future. Check out our sustainability action plan here.

Find out more about Life at arenaflex

Follow us on X, Instagram, and LinkedIn to learn more about our values, culture, and mission.

Apply to this role

If you're excited about this opportunity, apply now to join our team at arenaflex. Apply for this job