Customer Support Agent

About the company

Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.

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.

Your tasks

You'll be the first point of contact for Flatpay merchants, helping them get set up, resolve issues, and feel supported at every step.

• Handle inbound and outbound calls to support merchants with their setup, queries, and overall experience
• Resolve customer enquiries and support tickets accurately and at pace
• Prepare onboarding contracts and ensure all documentation is completed and submitted correctly
• Keep customer satisfaction data up to date and flag trends or issues to the wider team
• Work closely with internal teams to share customer insights and help improve processes
• Bring forward ideas based on customer conversations to help us make better decisions

Requirements

Skills and Attributes

• Clear, confident communicator, comfortable on the phone and in writing
• Strong attention to detail, especially when handling documentation
• Proactive problem-solver who doesn't wait to be told what to do
• Organised and able to manage multiple tasks without dropping the ball
• Customer-first mindset with a positive, can-do attitude
• Comfortable working both independently and as part of a team

Background and Requirements

• Previous experience in a customer service or similar role
• Fluent in English
• Right to work in the UK (unfortunately we can't offer visa sponsorship right now)
• Bonus: experience in the payments or fintech sector

What we offer

What's in it for you

• Medicash EAP and Medicash Proactive health support
• Bupa Select private healthcare
• Refer-a-friend scheme: earn up to £500 for every successful referral

How to apply

Hiring Process

1. Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
2. Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.
3. Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.
4. Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.

Other

*Role: Customer Support Agent Location: 5 days a week, London, White City Hours:** 9:00 to 17:30 or 10:00 to 18:30