Manager - Support and Operations

March 11

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Trustly

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Trustly is a leader in Open Banking solutions, providing a cohesive suite of financial and payment products designed to modernize payments, reduce costs, and mitigate risk. The company focuses on delivering secure, low-cost payments and seamless financial services through industry-leading connectivity, offering services such as instant payouts, customer onboarding, risk assessment, and real-time account verification. Trustly serves a variety of industries, including billers, eCommerce, financial services, and gaming, leveraging high-quality, bank-validated financial data to enhance user experiences. Their solutions are tailored to enterprise needs, aiming to improve acceptance rates, minimize processing costs, and prevent fraud risk.

- employees

Founded 2008

💳 Fintech

💸 Finance

🛍️ eCommerce

📋 Description

• At Trustly, we’re on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. • We’re revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. • Fueled by this purpose, we’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. • Our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence. • At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. • If you’re inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we’d love to hear from you! • The number of customers and merchants using Trustly solutions has grown, and we want to ensure we have world-class support to help them when they need us most. As a Manager of Customer Support you will lead a team of experts in delivering exceptional and efficient service experiences to US & Canadian-based customers.

🎯 Requirements

• You have demonstrated experience in driving improvements in the customer experience in a support environment, with the tenacity to ensure that initiatives are completed and customers are taken care of. You are customer-first in your approach and are passionate about excellence in all customer experiences. • Demonstrated ability to coach, mentor, and develop team members. Experience using the GROW coaching methodology is preferred. • You are an excellent communicator and can clearly articulate your thinking to leadership. • You are analytical and leverage data and KPIs to inform decisions and improve experiences. You can do your own analysis without the need for an analytics team to provide you insights. • Experience managing a remote, distributed team. • Experience supporting software customers. • Experience using Salesforce and Vonage to manage customer interactions and support tickets is desired. • Ability to build and manage experiences and processes independently.

🏖️ Benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost. • Life insurance with differentiated coverage. • Meal voucher and supermarket voucher. • Home Office Allowance. • Wellhub - Platform that gives access to spaces for physical activities and online classes. • Trustly Club - Discount at educational institutions and partner stores. • English Program - Online group classes with a private teacher. • Extended maternity and paternity leave. • Birthday Off. • Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil. • Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!. • Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance. • Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!