The role

This role is part of the international Customer Operations team. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general to the most localized, including advising on the best way to use our products and services. Providing an excellent level of customer service is very important to our team and will be a key part of the role.

Location

Riga, Latvia

Working hours

Hybrid - 3 days a week from the office, 2 days remote work (Tuesdays, Fridays). Except for the night shift, where work is organized remotely.

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

What excites you

• Oversee the day-to-day operations of the Customer Operations team, ensuring tasks are completed efficiently and to a high standard.
• Manage a team of direct reports, taking full responsibility for coaching, training, educating, motivating and developing employees to achieve individual and team goals.
• Coordinate with night and rotation teams to balance workloads, prioritize tasks and allocate resources effectively.
• Act as the first point of contact for operational queries, providing guidance and best-practice direction to the team.
• Provide hands-on support during peak volumes, assisting with complex customer enquiries and troubleshooting.
• Own day-to-day performance within the team, monitoring KPIs such as SLA, CSI, productivity and quality.
• Support internal escalations and collaborate with cross-functional teams such as Engineering, Risk, Compliance and Product.
• Contribute to incident management and coordinate customer communications when larger impacts occur.
• Identify operational inefficiencies and lead continuous improvement initiatives.
• Document processes and best practices to strengthen internal knowledge and promote scalable operations.
• Create a supportive, inclusive and high-performance environment where team members feel valued and empowered.
  
  

What excites us

• You have 3–5 years of experience in Customer Operations or a supervisory/team leadership role.
• You have a proven ability to manage workloads, monitor KPIs and drive performance improvement.
• You lead with empathy, motivating and engaging your team to achieve high standards.
• You are confident giving feedback, addressing performance issues and supporting development.
• You are a clear, professional and confident communicator in English (written and verbal).
• You stay calm under pressure and can make sound decisions in a fast-moving environment.
• You are highly organized, with strong time management and prioritization skills.
• You are a natural problem-solver with a continuous improvement mindset.
• You value customer experience and understand how operational excellence impacts satisfaction.
• You are comfortable working cross-functionally and handling sensitive or complex situations.
• Previous experience with tools such as Zendesk, Looker, or similar platforms is preferred.

Salary range: 2000-3000 EUR (gross) per month

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.