in Announcements, People

Customer Support Interview Process

We take a lot of pride in our support team here at GoCardless. 😛

If we see a ticket that's close to breaching our service level agreement (SLA), we'll jump straight on it. Or if we notice a product update that's caused an unexpected issue, we'll quickly follow up to resolve it.

We're constantly working to improve processes, increase efficiency, and share more knowledge. Whenever our users get in touch, we have the right tools to provide a quick resolution that will minimise any disruption to their day. If we can put a smile on their face while doing so, well that’s just the icing on the cake.

We're also a team that knows how to have fun. Our Slack channel is widely revered across the company. If there were a prize for inexplicable overuse of giphys and non-stop banter, we’d win hands down. We all love getting stuck in at our company events…and the weekly Friday evening pub drinks.

Together we’ve sampled our fair share of bars and restaurants near the office, and we’ve competed in laser tag, bubble football, beer pong, and more – all in the name of creating a great team spirit.

Anyway, before we get too carried away, let’s get back to what you came here for – insights into our interview process.

It all starts with your CV

We know that great ‘supportees’ can come from many different backgrounds (our team is no exception!) so don’t be put off from applying just because you don’t think yours is relevant.

Your CV and cover letter give us an initial impression of you, along with your experiences, skillset, motivations, and perhaps one or two oddities that make you unique. Remember, we receive quite a few applications. Think about how you can best present the information in your CV and cover letter to ensure we won’t miss the best bits.

If we like what we see, we'll arrange a phone interview with you.

Phone interview

This is our first chance to get a sense of you as a person; what you’ve been doing up until now, and why you want to work for us.

We want to know what excites you about GoCardless and the world of fintech, and how you see your potential future with us.

Depending on who calls, you might also be asked about your baking prowess. (We have a bit of a sweet tooth here in support - contributions are always welcome 😋).

But this isn’t just our chance to find out more about you. It’s also your chance to ask us questions, whether about the role, our product, company culture, or how many giant marshmallows Jess can fit in her mouth at once. (She’s said it’s important to reiterate that they were ‘giant’ ones).

Don’t forget, this is your chance to make a great first impression. Try to relax and let the real you shine through.

Face-to-face interviews

Having nailed the phone interview, you’ll then be invited into our office to meet some of the team. We’ll show you around so you can get an idea of the environment you’ll be working in. You'll also experience how we work with a few example tasks to complete while sitting among our friendly support team.

Once you’ve been shown around our office you’ll begin the first of two face-to-face interviews.

Role Fit:

Lasting approximately half an hour, this first face-to-face interview is where we aim to find out if you’re a good fit for a support role. We’ll ask questions that identify your strengths, expose areas you can improve on, and assess whether you possess the key competencies we’re looking for.

We’ll also delve more into your motivations for joining a support role at GoCardless, your own experiences of customer support – good and bad, and how you see support fitting into the wider company vision.

Culture Fit:

The second interview is where we find out more about you and the values you hold dear. It our chance to see if we think you’d be a great fit within our support team and the GoCardless community as a whole.

We’re a varied mix of personalities so there’s nothing specific we’re looking for; we just want to know if we’d enjoy spending 9 hours a day with you. (This is similarly your opportunity to decide this about us as well!) We want to know what gets you up in the morning, what makes you tick, and most importantly what it is about supporting customers that you find irresistible.

Support Tasks:

Once the face-to-face interviews are completed, you’ll move on to the support task. This is a short exercise where you get to sit with our support team and experience what it would be like to work with us. You’ll be given a few short tasks, example emails, and a couple of role play phone calls. They’re all very straightforward and not designed to trip you up, so don’t worry. We’re more interested in seeing how you interact with the people sitting next to you, how you approach the tasks, and how you formulate your responses.

Supporting our customers over the phone is an important aspect of our work. The role plays allow us to test your phone manner, your ability to explain information, and how you deal with situations when you don't know the answer.

Once you’ve completed these tasks you finally get to head off home, hopefully with an air of renewed confidence having just knocked this stage of the interview process out of the park.

Executive Interview

If you’ve made it this far you’ve done extremely well. You definitely have some of the characteristics we’re looking for.

This is the final stage of the interview process. You’ll be invited back to our office to meet two senior members of our team, most likely our Head of Support alongside another head of department.

This might seem daunting - I remember the nerves I felt as I walked into the interview room for the final time - but it needn’t be. Even our most senior team members here are really cool and easygoing. This is an opportunity for you to meet the people responsible for managing you and your progress within GoCardless.

They'll want to find out more about your motivations for working with us over any other potential employer. Also, they'll want to know how your experiences will help us in achieving our company vision. They'll ask about your expectations in working for GoCardless, what you want to learn during your time with us, and where you see your career heading in the future.

The key difference between this and the previous interview is that your responses are being considered through the lens of our most experienced team members, the ones who can pick up on things that others may have missed.

The best advice I can give you is to think about what you’re really looking for in your next job role before you come in.

  • How have your past experiences led you to where you are now?

  • Why do you want a career in Support?

  • Can you see yourself working with us for the next couple of years or more?

If you’re confident you’re in the right place, going in the right direction, and with the right motivations, then just relax and remember, above all else – be yourself!

Notes about the process

Questions:

At any stage in the process you're more than welcome to ask questions. We may prompt you at certain times to ask us questions, but our aim is to make the whole process as open as possible. As such, there’s never an inappropriate time to ask us something.

How we decide:

For each interview stage you undergo, each member of the team involved in that stage will meet afterwards and discuss how we think you got on. We'll keep discussing until we agree on whether to progress you to the next stage.

Hearing back:

With each stage of the interview process we'll do our best to let you know our decision within 48 hours. If there have been a lot of applicants though this may take us up to a week. If a week has passed and you still haven’t heard from us please feel free to get in touch.

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Bacs Processing Calendar 2017

It's that time of year again and we don't just mean Christmas. The Bacs Direct Debit 2017 processing calendar is now available, so you can easily check the dates when Bacs will process Direct Debit payment submissions in 2017. The calendar also shows which days Bacs won't process payments, bank holidays and weekends, so you can plan around that.

If you're using GoCardless, there's no need to plan your payments submissions with the Bacs processing calendar. We take care of submission dates for you and we'll automatically submit your payments to Bacs on the relevant day. This means you simply choose on which dates you'd like to charge your customers, and we'll do the rest.

Feel free to get in touch with us at help@gocardless.com if you have any questions about the timing and scheduling of Bacs payments.

Looking to automate Direct Debit collection timings?
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in Business

Highlights of 2016 at GoCardless

2016 has been a rollercoaster of a year. Here at GoCardless HQ, we’ve certainly had an exciting time.

In this post, we look back at some of our most memorable moments from the year gone by - including big wins, things we’ve learned, new friends, and fun events - all infused with the usual dynamic GoCardless spirit.

We’ve hit some significant milestones this year, including reaching £1.5 billion of processing volume in July, and helping over 20,000 merchants every month to take payments more effectively. We’ve also ramped up our European operations, enabling even more customers to take payments across the eurozone.

In September, we launched a survey on the burgeoning subscriptions industry in our UK and European markets, aiming to find out what people thought of the various different payment methods. The results showed an outstanding victory for Direct Debit, especially in the UK, which was great news for us too!

A couple of months later we entered the prestigious Deloitte Fast50 Awards - and won first place in the fintech category, and second place overall out of 50 of the UK’s fastest-growing companies. Then, just weeks later, we reached the top ten of the Deloitte Fast 500 EMEA Awards, which have a more global focus - honouring the best innovators in Europe, the Middle East and Africa.

As well as working hard, here at GoCardless we’ve also been playing hard. We surpassed ourselves by throwing two rounds of the fantastic Quarterly Report bash for our friends in tech and beyond, and also had a very enjoyable time at the GoCardless Christmas party.

So once again it’s time to hand over the spotlight to our amazing people, to let them explain exactly why 2016 at GoCardless was rather awesome.

Cleaning up with Customer Success

We helped Peterborough City Council streamline their recently-introduced garden waste tax, providing easy online payments to make the controversial new charges easier for residents to handle. Residents no longer needed to worry about making payments on time - and the lower processing costs helped the city council to manage their budget more effectively. Everyone’s a winner!

Engineering & Product

Connecting to our Partners

Just recently we launched a one-stop shop for all our partner integrations. This highlights the fantastic range of useful GoCardless integrations currently available - and we’ll regularly update it as we add even more over the coming months.

Improving the Developer Experience

“We launched our new developer site, as we wanted to make the experience for developers getting started with our API as good as possible. We want to guide people through in the language they’re using.

“It was especially great working with users of our API to get feedback on the content we were writing, bringing them into the office and getting them to run through the drafts (and sending them GoCardless swag as a thank you!) We’ve had great feedback and more people than ever are getting started with our API”

-- Tim, Engineering

Diving into DevOps

Back in November we kicked off the new GoCardless DevOps Event Series with our first DevOps event, The Insider Talks. Our very own Chris Sinjakli presented "Lessons Learned the Hard Way: Postgres in Production at GoCardless" and Simon Vans-Colina presented "DevOps at Monzo". The event was a resounding success and we’re hoping to host many more in 2017.

ISO27001 certified

“This year we were awarded ISO 27001 certification, a widely recognised, internationally accepted standard for information security. This will be reassessed annually by an independent auditor. Having ISO 27001 certification helps assure our merchants and their customers that we take security and business continuity management seriously.”

-- Nick, Engineering

Big things happening in Sales

“For me it was launching with Sage. They are one of the biggest tech companies to ever come out of the UK and it's fantastic to add such a big name to our ever growing list of clients.”

-- George, Sales

“We doubled the size of our UK sales team. We also created a useful process for cracking new verticals on a mass scale, focusing on our work with the local government and Peterborough City Council in particular.“

-- Mia, Sales

Newsletters and newborns in Marketing

“My highlights were being involved with the launch of the GoCardless newsletter, plus co-ordinating a successful events calendar for 2016. Also, getting married and having Forrest be one of the GoCardless babies of 2016!”

-- Ross, Marketing

All-new integrations in Partnerships

“For me it had to be launching several new integrations, including GoCardless for Quickbooks, a new version of GoCardless for Xero, along with Chargebee and WooCommerce.”

-- Josh, Partnerships

Success at South Summit in Spain

“Nobody could resist GoCardless swag in our first ever Spanish event. Even the main politicians of Madrid wanted to wear our jackets!”

-- Alfonso, Global

Brand new Customer Support Centre

Mid September saw the launch of the brand new GoCardless Support Centre, offering significant improvement on our previous FAQs page.

"We’re really excited about the potential of our new support centre for making our product and service knowledge base easily accessible and readily available for our merchants and their customers. We’ve got many more great ideas up our sleeves for improvements and will be continuing to add more content throughout 2017."

-- James, Support

Winning at Dodgeball London

“The GoCardless team won the Dodgeball London quarterly tournament!”

-- Steve and Alex

Party Central at GoCardless

Quarterly Report

We invited our friends, partners and customers old and new from London's tech community for a civilised social gathering over cocktails, music, and stacks and stacks of pizza!

Cocktail-making, cookie-baking

2016 was sprinkled with assorted team events, ranging from cocktail-making to cookie baking, proper cooking lessons, white-water rafting, BBQing in the park, zapping each other at laser tag - along with numerous opportunities for the GoCardless team to go out for dinner and drinks together.

Putting on the Ritz with our French team

The folks at Koala Telecom, one of our French merchants, were so delighted with the GoCardless product that they took us out to tea at the Ritz. Well one of us anyway. For the lucky recipient, Côme, in the France inbound sales team, that was definitely his highlight of 2016.

Overall, 2016 has been a successful, productive and, most of all, fun year at GoCardless. Here’s to an even better 2017! We wish everyone a very happy new year.

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GoCardless among top 10 innovators at the Deloitte Fast 500 EMEA Awards

It was only a few weeks ago that we at GoCardless were busy celebrating our outstanding performance in the recent Deloitte Fast 50. We’re delighted to announce another big success.

Last night, GoCardless reached the top 10 of the Deloitte Technology Fast 500 EMEA awards, presented in Paris.

In this competition the stakes were much higher than before. We were up against a diverse range of cutting-edge tech companies from all over Europe, the Middle East and Africa. So it was a significant achievement for us to make it to tenth place in the overall ranking, putting us in the top 10.

“We’re really excited to see our achievements recognised internationally as well as in the UK,” said Robert Whiteside, GoCardless.

“It was fitting to receive the award in the Eiffel Tower, itself created by one of the greatest innovators of his age, while being surrounded by the world’s most exciting 21st century innovators.

“At GoCardless we’ve been privileged to help great businesses get off the ground and scale, and in turn grow with them to such an extent that we’re recognised as a leader in our peer group, both within the UK and further afield.”

The Deloitte Technology Fast 500 EMEA programme is an objective industry ranking that recognises the fastest-growing technology companies in EMEA over the past four years. It’s supported by the various Deloitte Technology Fast 50 initiatives, ranking high-growth technology companies by specifically defined geographic area.

Now in its sixteenth year, the 2016 programme included 28 countries and companies with growth rates from 212 percent to 28,126 percent. This year’s winners were selected based on percentage fiscal-year revenue growth from 2012 to 2015.

In the 2016 Fast 500 final ranking, the overall winner was Swedish software company Fingerprint Cards, which produces user-friendly biometric fingerprint solutions for use in securing electronic items. Fingerprint Cards had an impressive growth of 28126%. Congratulations!

GoCardless shares the top ten with one other UK company, Brain Labs Digital, the UK winner, taking fifth place in the ranking. Overall, the Fast 500 top ten represents a wide range of countries and diversity within the tech scene, including Israel, France, Sweden, Turkey, Norway, Poland, Austria and of course the UK.

We hope to take on the Fast 500 challenge once again in 2017, achieving more growth and the chance to rank even higher next time!

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in People

What's up at GoCardless: November 2016

📷 Matt Heath @mattheath

2nd November - The DevOps Series: Insider Talks

The Insider Talks is the first event on GoCardless DevOps Event Series. Our own Chris Sinjakli presented "Lessons Learned the Hard Way: Postgres in Production at GoCardless" and Simon Vans-Colina presented "DevOps at Monzo". Stay tuned for more information on the next event!

16th November - Trans*Code London Remembrance Social

The Trans*Code community has had a busy year. It was one marked by incredible accomplishments from members of our community, but also touched by loss. One of our much loved community members, Emily Voukelatos, passed away earlier this year. Her coworkers, friends and members of the Trans*Code community created an event to gather and remember her, while looking back at the year that's ended and forward to the one ahead.

21st November - The Family. Stop Paying for It: How to Not Waste Money as an Entrepreneur, by Oussama Ammar

Join TheFamily for a talk by Oussama Ammar, Co-founder & Partner at TheFamily, to hear about how you can stop wasting cash. 💸


Wondering what we’re up to next month?