Customer Service Agent (20hrs per week)

About Us

DNA Payments is a UK-based, independent, fully integrated omnichannel payments provider. Since 2018, we enable businesses of all sizes to accept payments across POS systems, payment gateways, ecommerce, and in-app solutions. We are recognised by Beauhurst as one of the UK’s top 50 fintech innovators and supported by £100 million in private equity funding from Alchemy. We process over £1.2 billion in payments each month for more than 60,000 merchants across the UK and Europe. Our team of 375 specialists operates from our London HQ and offices in Hull, Nottingham, and Kazakhstan, and we are continuing to scale rapidly.

Role Summary

We are looking for a remote Customer Service Agent to join our growing team. Reporting to the Customer Services Team Leader, you will manage day-to-day customer and technical enquiries with a focus on first-contact resolution. You’ll work within a motivated, supportive team in a fast-growing business that values delivering excellent customer experiences.

Reporting into: Customer Services Team Leader
Working location: Remote

Working hours: 20 hours per week, spread over 4 shifts. Rotas provided 4 weeks in advance, with shifts between 08:00 and 23:00, Monday to Sunday.

Key Responsibilities

• Provide first-line support to customers via telephone, email, and online chat.
• Diagnose, troubleshoot, and resolve a range of technical and operational issues, aiming for first-contact resolution where possible.
• Handle customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements.
• Conduct root cause analysis and escalate complex issues to relevant teams as needed.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems.
• Meet agreed KPIs and SLAs to ensure a high standard of customer support and service delivery.
• Utilise platforms such as Salesforce, telephony systems, and other internal tools to support customers and manage cases.
• Contribute to continuous improvement by identifying recurring issues and recommending process enhancements.

Experience & Competencies

• Previous experience in a technical support, customer service, helpdesk, or contact centre environment is advantageous.
• Strong problem-solving skills with the ability to investigate and resolve issues efficiently.
• Genuine interest in technology and delivering excellent customer experiences.
• Ability to communicate technical information clearly and professionally to customers with varying levels of technical knowledge.
• Self-motivated, accountable, and committed to personal development and continuous learning.
• Experience using CRM systems and support platforms is beneficial; full training will be provided.
• Demonstrated excellent organisational and time-management skills in a fully remote working environment.

Skill & Technical

• Experience with troubleshooting, fault diagnosis, and root cause analysis is advantageous.
• Exposure to payment technology, telecommunications, software support, or similar technical environments is beneficial.
• Comfortable working across multiple systems and applications while managing customer interactions.

About You

• A keen interest in helping customers with technical challenges and a drive to ensure customers are satisfied with the outcome.
• High-level written and verbal communication and listening skills are essential.
• Previous industry knowledge is desirable but not required.
• Ability to handle difficult conversations with merchants with patience, empathy, and a willingness to resolve issues.
• Ability to deliver a high standard of customer service in a fast-paced environment and handle associated pressure.

What’s in It for You?

If successful, you will receive two weeks of full training delivered by our Operations Trainer, including classroom work and on-the-floor shadowing. You will join a collaborative team in a fast-paced fintech and enjoy the following benefits:

• 25 days holiday per year
• Private medical insurance
• Life assurance
• Cycle-to-work scheme
• Access to self-learning platform – Bookboon
• Income protection
• Workplace pension
• Employee assistance programme
• Incentive plans available after probation

Equality, Diversity & Inclusion

Educate, Discover & Inspire. We believe diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills, and we promote an inclusive environment where all employees feel valued and empowered. We welcome applicants from all backgrounds.

If you require any reasonable adjustments during the interview process, please email HR at HR@dnapaymentsgroup.com.