Customer Operations Agent

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.

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

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.

About Us

Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer‑centric and transparent services. Today, we are one of the fastest‑growing fintech companies in the Nordics – and Denmark's fastest unicorn! Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of 1,500 passionate colleagues dedicated to making a difference in the financial world. What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs. Let's shape the future of 7 million European merchants together!

Job Details

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Customer Service
• Industry: Software Development

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