Full job descriptionFlatpay is one of Europe’s fastest-growing fintech companies, now expanding across the UK.
Role: Customer Support Agent
Location: 5 days a week, London, White City
Hours: 9:00 to 17:30 or 10:00 to 18:30
You’ll be the first point of contact for Flatpay merchants, helping them get set up, resolve issues, and feel supported at every step.
Responsibilities
*Handle inbound and outbound calls to support merchants with their setup, queries, and overall experience

*Resolve customer enquiries and support tickets accurately and at pace

*Prepare onboarding contracts and ensure all documentation is completed and submitted correctly

*Keep customer satisfaction data up to date and flag trends or issues to the wider team

*Work closely with internal teams to share customer insights and help improve processes

*Bring forward ideas based on customer conversations to help us make better decisions

Skills and Attributes
*Clear, confident communicator, comfortable on the phone and in writing

*Strong attention to detail, especially when handling documentation

*Proactive problem-solver who doesn’t wait to be told what to do

*Organised and able to manage multiple tasks without dropping the ball

*Customer-first mindset with a positive, can-do attitude

*Comfortable working both independently and as part of a team

Our Values
At Flatpay, how we work matters as much as what we achieve.
*Happy Humans: We bring energy to our work and create teams people enjoy being part of.

*No Assholes: We perform at a high level while treating colleagues and customers with respect.

*It’s Our Business, Own It: Everyone takes responsibility and manages their work like it’s their own business.

*Start With No: We challenge ideas, think commercially and focus on what truly creates value.

*Sky-High Ambitions: We set bold goals and expect people to keep raising the bar.

*The Best Argument Wins: Titles don’t decide outcomes. We debate openly to reach the best decisions.

What’s in it for you
*Medicash EAP and Medicash Proactive health support

*Bupa Select private healthcare

*Refer-a-friend scheme: earn up to £500 for every successful referral

Background and Requirements
*Previous experience in a customer service or similar role

*Fluent in English

*Right to work in the UK (unfortunately we can’t offer visa sponsorship right now)

*Bonus: experience in the payments or fintech sector

Hiring Process
*Application Review – Our Talent Team reviews your CV to assess experience and potential fit.

*Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.

*Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.

*Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.