At TrueLayer, we’re building the future of payments. We’re on a mission to take on outdated payment methods with a solution designed for today’s online, on-demand economy. By removing friction at the heart of commerce — the payment — we’re making it faster, safer, and smarter for everyone.
To date, we’ve raised $300 million from world-renowned investors including Stripe, Tiger Global, Addition, and Tencent. With offices in London, Milan, and Dublin, we’re trusted by industry leaders like RyanAir and Just Eat Takeaway. But this is just the beginning.
We’re reimagining how the world pays, invests, shops, and saves. We’re transforming payments for industries like e-Commerce and iGaming, redefining what’s possible with technology and innovation. Now, we’re looking for people who are ready to help us build a brand that changes an industry.
Description:
We are looking for an Operations Specialist committed to providing an effective, tailored technical support experience, resolving queries related to errors, bugs, and unexpected flow behaviours.
In this customer-facing role, you will encounter a range of complex issues that demand thorough investigation and problem-solving. Your primary responsibilities include owning, prioritising, troubleshooting, and responding to inbound client support requests, ensuring their resolution.
Additionally, you will serve as an escalation point, assisting your teammates in the Client Operations and the broader Customer team with challenging and intricate customer issues.
The Client Operations team's mission is to assist, support, and resolve client queries, empowering them to develop robust, credible, and secure financial applications for their users.
What we expect from you as an Operations Specialist:
* Leverage your product expertise to assist users in investigating, triaging bugs, and resolving issues via Slack and Zendesk, ensuring an advanced user experience;
* Closely support a portfolio of Enterprise accounts, working with our Customer Success Team to maintain positive support relationships;
* Collaborate closely with our engineering and product teams, acting as the voice of the customer to identify and resolve bugs, prioritise feature requests, and facilitate continuous product improvement;
* Contribute to FAQs and both internal and external documentation to enhance product understanding;
* Identify and implement processes to improve the Customer Experience;
* Work Monday to Friday, with additional on-call shifts organised on a rota basis within the Client Operations team.
Who you are:
* Experience providing technical support at a technology company;
* Demonstrate expert writing competencies, skilled in assisting users to resolve intricate problems;
* Are familiar with modern web services and APIs, and enjoy learning about technical solutions;
* Are able to articulate in a simple manner a complex technical issue;
* Have strong analytical skills, and are able to explain how TrueLayer works to a wide range of audiences;
* Can appreciate perspectives from both users and developers, integrating their insights to strengthen a culture focused on the user experience;
* Have the ability to prioritise demands in a fast-paced environment;
* Enjoy being part of a small collaborative team actively thinking of ways to enhance our processes, our internal tools, and the way we work.
What you can expect from us:
* Competitive salary and meaningful equity in the company;
* Flexible hours and hybrid working - we offer a hybrid approach to work of 3 days per week remote working and 2 days per week in our new offices in London, Milan, and Dublin;
* A one-off contribution of 200 to help you set up your home office;
* Flexible holiday policy, with 24 days as standard;
* 2 volunteering days to support causes important to you;
* Life Cover as part of our benefits package, offering financial protection and peace of mind for you and your loved ones;
* Generous parental leave, above and beyond statutory requirements and with no minimum tenure;
* Meal vouchers for every day you’re working, including while remote;
* Free lunch from Deliveroo (If you choose to work from the office on Tuesdays, Wednesdays and Thursdays);
* Budget to spend on learning & development each year;
* 12 fully-paid wellbeing days a year and your birthday off (on top of the holiday allowance);
* Membership of mental wellbeing platform Spill.
At TrueLayer, we don’t just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. We strongly encourage applications from underrepresented groups (e.g. people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from all socio-economic backgrounds). If you’d like to discuss alternative working patterns, please let us know.
We will always aim to make appropriate adjustments to ensure we are fully inclusive to people with different needs during our interview process. So if you need us to make any adjustments to suit your individual needs please let us know - we’ll be happy to support you.
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