Trustly

At Trustly, we’re passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve merchants in various industries. This includes E-com, Financial Services, Gaming and Travel – linking the world’s top brands with millions of consumers who expect security and convenience.

Our people are from all corners of the globe, and this we’re proud of. We strongly believe that diversity is what helps us create solutions that are more inclusive. Making sure that we’re constantly innovating. Our fast-growing team is headquartered in Stockholm, Sweden with additional offices across Europe and the Americas. Together, we are modernizing payments and the work you’ll do here will make a lasting impact.

About the Merchant Service team

The team consists of Merchant Service specialists located in Sweden, Portugal and Malta. The team's primary objective is to deliver high-qualitative support to Trustlys b2b customers in an efficient and customer obsessed manner.

About the role

In the role of lead for the Merchant Service Service team, responsibilities include optimizing operational efficiency, developing team members, and managing daily operations for resource efficiency. Key tasks involve analyzing performance metrics, collaboration across departments, and addressing customer escalations effectively. The focus is on fostering a culture of excellence, stakeholder alignment, and proactive problem-solving to deliver exceptional service and drive business success.

What you’ll do

• Daily steering of the operational work seen to optimizing resources based on need
• Enhance the performance of your team through coaching and feedback
• Motivate and guide your team to achieve team and individual goals
• Act as a point of escalation for complex customer issues
• Implement procedures to prevent recurring customer challenges and improve overall satisfaction
• Identify and execute on improvements
• Take accountability for delivering on operational KPIs such as SLAs, efficiency, quality and customer satisfaction

Who you are

• +2 years of experience as a leader of operational teams within B2C support organization, preferably within the tech industry and/or at a market leading B2C call center
• An appreciated leader with a proven track record to grow and develop team members within your organization
• Excellent communication skills in verbal and written format
• Strong problem solver and take full ownership for matters at various scales - own it, fix it
• Experience in handling complaints from customers and solving complex client situations
• Strong understanding of customer support operations
• Ability to adapt to a dynamic and fast-paced environment

We are looking for someone who is not afraid of voicing and acting on new ideas and values good communication with internal and/or external stakeholders. If you are passionate about working with different areas across the organization, then this would be an interesting role for you.

Apply now, we would love to talk to you!