Customer Support Agent at Flatpay

📍 Job Overview

Job Title: Customer Support Agent
Company: Flatpay
Location: London, London, City of, United Kingdom
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: 2025-07-03
Experience Level: Entry-level (0-2 years)

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support, manage issues, handle onboarding, track satisfaction, collaborate with internal teams, and contribute ideas based on customer insights.
Customer-Focused Role: This role is central to Flatpay's mission of making payment services simpler and more transparent for small businesses by offering high-tech payment terminals and outstanding customer support.
Growth Opportunity: Join one of Europe's fastest-growing startups and be part of a scale-up with strong momentum, where initiative is valued, and growth is part of the journey.

📝 Enhancement Note: Flatpay is expanding rapidly, and this role offers a unique opportunity to grow with the company, gain valuable experience, and contribute significantly to its success.

💻 Primary Responsibilities

Customer Communication: Speak with customers via outbound and inbound calls to support them, gather feedback, and provide guidance on their setup or experience.
Issue Resolution: Resolve customer enquiries and support tickets efficiently, ensuring fast and accurate help.
Onboarding Support: Prepare onboarding contracts for new customers and ensure all documentation is correctly completed and submitted.
Customer Satisfaction Tracking: Keep customer satisfaction data up to date and help identify areas for improvement.
Team Collaboration: Work closely with internal teams to pass along customer insights and help improve tools, processes, or services.
Idea Generation: Bring forward suggestions based on conversations with customers to help Flatpay make smarter decisions.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant college coursework or degree programs would be an asset.

Experience: Previous experience in customer service or a similar role is essential. Candidates with experience in the payments or fintech sector will have an advantage.

Required Skills:

Excellent communication skills in English, both written and verbal
Strong problem-solving ability and a proactive approach
Strong attention to detail and ability to document work accurately
Comfortable working both independently and with a team
Positive mindset and strong focus on customer satisfaction

Preferred Skills:

Experience in the payments or fintech sector
Familiarity with CRM software and ticketing systems
Knowledge of small business payment processes and challenges

📝 Enhancement Note: While not required, experience in the payments or fintech sector can provide valuable context and enable candidates to hit the ground running.

📊 Web Portfolio & Project Requirements (N/A for this role)

As this role does not require a web portfolio or project requirements, please focus on demonstrating your customer service skills, problem-solving ability, and attention to detail in your application and interview.

💵 Compensation & Benefits

Salary Range: The salary range for this role is £20,000 - £25,000 per annum, depending on experience and qualifications. This estimate is based on regional market research and entry-level customer service roles in London.

Benefits:

Flexible and fast-moving work environment with opportunities for personal and professional development
Dedicated training and workshops tailored to help you grow your skills and advance your career
International, ambitious, and focused team building something meaningful for business owners across Europe

Working Hours: Normal working hours are 40 hours per week, Monday to Friday. The role is based on-site in White City, London, with no remote work options.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and entry-level customer service roles in London. Please verify the salary and benefits package directly with Flatpay.

🎯 Team & Company Context

🏢 Company Culture

Industry: Flatpay operates in the fintech sector, focusing on payment services for small businesses.

Company Size: Flatpay is a fast-growing startup with a team of over 100 employees across Europe. The London office is expanding, offering a dynamic and collaborative work environment.

Founded: Flatpay was founded in 2018 and has since expanded rapidly across Europe, bringing high-tech payment terminals and exceptional customer support to small businesses.

Team Structure: The customer support team works closely with internal teams, including sales, marketing, and product development, to ensure customer needs are met and feedback is incorporated into Flatpay's services.

Development Methodology: Flatpay follows an agile development methodology, focusing on continuous improvement and customer-centric innovation.

Company Website: Flatpay

📝 Enhancement Note: Flatpay's company culture values initiative, proactivity, and customer focus, making it an ideal environment for candidates who thrive in dynamic, growth-oriented settings.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry-level position, offering an excellent starting point for a career in customer support or customer success within the fintech sector.

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Manager and work closely with other customer support team members, as well as internal teams across the organization.

Technical Impact: The Customer Support Agent will play a crucial role in ensuring customer satisfaction, gathering valuable feedback, and contributing to the continuous improvement of Flatpay's services and customer support processes.

Growth Opportunities:

Develop your customer service skills and gain valuable experience in the fintech sector
Contribute to Flatpay's growth and expansion into the UK market
Collaborate with internal teams to improve tools, processes, or services, demonstrating your leadership potential
Pursue personal and professional development opportunities through dedicated training and workshops

📝 Enhancement Note: Flatpay offers a fast-paced and dynamic work environment, providing ample opportunities for growth and development for motivated and proactive team members.

🌐 Work Environment

Office Type: Flatpay's London office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork.

Office Location(s): White City, London

Workspace Context:

Collaborative workspace with open-plan offices and dedicated team areas
Access to modern technology and tools to support your work
Opportunities for social interaction and team-building events

Work Schedule: Normal working hours are 40 hours per week, Monday to Friday. The role is based on-site, with no remote work options.

📝 Enhancement Note: Flatpay's on-site work environment encourages collaboration, knowledge sharing, and a strong team culture, making it an ideal setting for candidates who thrive in social and interactive workspaces.

📄 Application & Technical Interview Process (N/A for this role)

As this role does not require a technical interview or portfolio review, please focus on demonstrating your customer service skills, problem-solving ability, and attention to detail in your application and any interviews.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

This role does not require knowledge of web technologies, server administration, or web infrastructure. Instead, focus on developing your customer service skills and understanding of small business payment processes and challenges.

👥 Team Culture & Values

Customer Support Values:

Proactivity: Be proactive in identifying and addressing customer needs and issues
Empathy: Understand and empathize with customers to provide personalized and effective support
Patience: Maintain a calm and patient demeanor when dealing with challenging customer situations
Problem-solving: Demonstrate strong problem-solving skills to resolve customer issues efficiently
Continuous learning: Stay up-to-date with Flatpay's products, services, and industry trends to provide accurate and informed support

Collaboration Style:

Collaborate closely with internal teams to gather customer insights and improve Flatpay's services
Share knowledge and best practices with your customer support team members
Work together to achieve common goals and maintain high customer satisfaction levels

📝 Enhancement Note: Flatpay's customer support team values proactivity, empathy, patience, problem-solving, and continuous learning, creating a supportive and collaborative work environment for team members.

⚡ Challenges & Growth Opportunities

Technical Challenges: (N/A for this role)

Learning & Development Opportunities:

Develop your customer service skills and gain valuable experience in the fintech sector
Collaborate with internal teams to improve tools, processes, or services, demonstrating your leadership potential
Pursue personal and professional development opportunities through dedicated training and workshops
Contribute to Flatpay's growth and expansion into the UK market, learning from and working with a diverse and international team

📝 Enhancement Note: Flatpay offers numerous learning and development opportunities, enabling motivated and proactive team members to grow their skills and advance their careers.

💡 Interview Preparation

Application Preparation:

Tailor your resume to highlight your customer service experience, problem-solving skills, and attention to detail
Prepare examples of times when you have gone above and beyond to support customers or resolve issues
Research Flatpay's products, services, and company culture to demonstrate your enthusiasm and understanding of the role

Interview Preparation:

Practice common customer service interview questions and scenarios to build your confidence and demonstrate your skills
Prepare questions to ask the interviewer about the role, team, or company to show your interest and engagement
Familiarize yourself with Flatpay's products, services, and customer support processes to ensure you can provide informed and relevant responses during the interview

📝 Enhancement Note: Prepare for your application and interview by focusing on your customer service skills, problem-solving ability, and attention to detail. Tailor your responses to demonstrate your enthusiasm for the role and Flatpay's mission.

📌 Application Steps

To apply for this Customer Support Agent position:

Submit your application through the Flatpay careers page.
Tailor your resume to highlight your customer service experience, problem-solving skills, and attention to detail.
Prepare examples of times when you have gone above and beyond to support customers or resolve issues.
Research Flatpay's products, services, and company culture to demonstrate your enthusiasm and understanding of the role.
Practice common customer service interview questions and scenarios to build your confidence and demonstrate your skills.
Prepare questions to ask the interviewer about the role, team, or company to show your interest and engagement.
Familiarize yourself with Flatpay's products, services, and customer support processes to ensure you can provide informed and relevant responses during the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with Flatpay before making application decisions.

Customer Support Agent