Trustly is leading the human-centric payments revolution. To us, this means passionately building the most convenient, intelligent and responsible way of paying for things online. Whether it's for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more - we're all about a better way to pay. At our core, we are a tech company with industry-leading tech capabilities. But, it's the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people. And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.
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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
Are you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.
If you feel that your skill set and personality compliments the criteria above, please apply now.