Customer Support Agent

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

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

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

Responsibilities

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Handle inbound and outbound calls to support merchants with their setup, queries, and overall experience

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Resolve customer enquiries and support tickets accurately and at pace

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Prepare onboarding contracts and ensure all documentation is completed and submitted correctly

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Keep customer satisfaction data up to date and flag trends or issues to the wider team

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Work closely with internal teams to share customer insights and help improve processes

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Bring forward ideas based on customer conversations to help us make better decisions

Skills and Attributes

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Clear, confident communicator, comfortable on the phone and in writing

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Strong attention to detail, especially when handling documentation

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Proactive problem-solver who doesn't wait to be told what to do

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Organised and able to manage multiple tasks without dropping the ball

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Customer-first mindset with a positive, can-do attitude

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Comfortable working both independently and as part of a team

Our Values

At Flatpay, how we work matters as much as what we achieve.

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Happy Humans: We bring energy to our work and create teams people enjoy being part of.

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No Assholes: We perform at a high level while treating colleagues and customers with respect.

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It's Our Business, Own It: Everyone takes responsibility and manages their work like it's their own business.

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Start With No: We challenge ideas, think commercially and focus on what truly creates value.

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Sky-High Ambitions: We set bold goals and expect people to keep raising the bar.

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The Best Argument Wins: Titles don't decide outcomes. We debate openly to reach the best decisions.

What's in it for you

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Medicash EAP and Medicash Proactive health support

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Bupa Select private healthcare

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Refer-a-friend scheme: earn up to £500 for every successful referral

Background and Requirements

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Previous experience in a customer service or similar role

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Fluent in English

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Right to work in the UK (unfortunately we can't offer visa sponsorship right now)

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Bonus: experience in the payments or fintech sector

Hiring Process

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Application Review – Our Talent Team reviews your CV to assess experience and potential fit.

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Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.

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Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.

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Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.