Customer Service Agent

About us

DNA Payments, launched in 2018, is one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments—from cutting-edge POS systems to payment gateway, ecommerce, and in-app solutions.

Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in private equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe.

With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.

Role summary

We’re looking for a Customer Service Agent to join our growing team based remotely. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer and technical enquiries and aim for first-contact resolution. You’ll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.

Reporting into: Customer Services Team Leader
Working location: Remote

Working hours

37.5 hours, over 5 shifts per week. Rotas provided 4 weeks in advance, with shifts scheduled 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.
• Manage customer enquiries related 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 when required.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems.
• Meet agreed KPIs and SLAs to ensure a consistently 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 initiatives 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 customer issues efficiently.
• A 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 a similar technical environment would be beneficial.
• Comfortable working across multiple systems and applications while managing customer interactions.

About you

• A keen interest in helping customers when faced with technical challenges, with a drive to go above and beyond to ensure customer satisfaction.
• High-level written, 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 high standards of customer service in a fast-paced environment and manage associated pressure.

What’s in it for you?

If successful, you will receive full two weeks of training delivered by our Operations Trainer, including classroom work and on-the-floor shadowing.

You’ll work with a collaborative team in a fast-paced fintech where you’ll learn and develop. Benefits include:

• 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

Educate, Discover & Inspire

At DNA Payments, 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. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered. Join us in creating a workplace that reflects the diverse world and customers we serve.

Should you require any reasonable adjustments throughout the interview process, please let us know by emailing HR@dnapaymentsgroup.com.