DNA Payments
Customer Service Agent (20hrs per week)
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Customer Service Agent (20hrs per week)
Customer Service Agent
Customer Service Team (Remote)
About us
Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments through cutting-edge POS systems and powerful payment gateways, e-commerce, 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, we operate 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, working remotely. Reporting to the Customer Services Team Leader, your primary role will be to manage day-to-day customer and technical enquiries, aiming for first-contact resolution.
Reporting into: Customer Services Team Leader Working location: Remote Working hours: 20 hours, over 4 shifts per week Shifts scheduled between 08:00 and 23:00 (Monday–Sunday), with 4 weeks’ notice provided via rotas.
Key Responsibilities
- Provide first-line support to customers via telephone, email, and online chat.
- Diagnose, troubleshoot, and resolve technical and operational issues, aiming for first-contact resolution.
- Manage enquiries relating to:
- Billing
- Payment terminals
- Connectivity issues
- Software functionality
- Product logistics
- Stock orders
- Terminal replacements
- Conduct root cause analysis and escalate complex issues to relevant teams.
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems.
- Meet agreed KPIs and SLAs to ensure high-quality support.
- Utilise platforms such as Salesforce, telephony systems, and other internal tools.
- Contribute to team process improvements by identifying recurring issues.
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Experience & Competencies
- Previous experience in 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 clearly communicate technical information to customers with varying levels of expertise.
- Self-motivated, accountable, and committed to personal development.
- Experience with CRM systems or support platforms is beneficial (training provided).
- Proven organisational and time-management skills in remote working.
Technical Skills
- Troubleshooting, fault diagnosis, and root cause analysis experience is advantageous.
- Exposure to payment technology, telecommunications, software support, or similar fields is beneficial.
- Comfortable working across multiple systems and applications while managing customer interactions.
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About You
- A keen interest in helping customers overcome technical challenges, with a commitment to exceeding expectations.
- Exceptional written, communication, and listening skills are essential.
- While industry experience is desirable, it is not essential.
- Ability to handle difficult conversations with patience, empathy, and collegiality.
- Strong ability to deliver high-quality customer service in a fast-paced environment.
What’s in it for you?
- Four weeks of structured training, delivered through classroom learning and on-floor shadowing.
- A supportive, collaborative team working in a fast-growing fintech industry.
- Competitive benefits including:
- 25 days holiday per year
- Private Medical Insurance
- Life Assurance
- Cycle-to-Work Scheme
- Access to Bookboon (self-learning platform)
- Income Protection
- Workplace Pension
- Employee Assistance Programme
- Incentive plans (available post-probation).
Educate, Discover & Inspire
At DNA Payments, we believe diversity, innovation, and inclusion foster creativity. We commit to building a representative team that celebrates different backgrounds, perspectives, and skills.
Join us in shaping a workplace that reflects the diversity of our customers and the inclusive environment where every employee feels valued, respected, and empowered.
Accommodation requests: Should you require any reasonable adjustments during interviews, contact HR@dnapaymentsgroup.com.
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