Client Support Specialist, Trustly
$21 - $24 CAD /hour + Bonus plans, and Stock options
Secure online banking payments
Job no longer available
Secure online banking payments
501-1000 employees
Job no longer available
$21 - $24 CAD /hour + Bonus plans, and Stock options
501-1000 employees
Company mission
To make online bank payments convenient for everyone by connecting consumers and merchants through the bank account, the hub of people’s financial life.
Role
Who you are
- You have a deep empathy for customers, a passion for helping them, and an obsession with delivering outstanding service
- Strong written and verbal skills are essential, with experience supporting customers via email/chat as well as on the phone
- You bring 3+ years of experience supporting customers in a technical environment, with Payments or Fintech experience being an asset
- Education and training in the financial or technology space are a plus, enhancing your ability to understand and communicate complex topics
- Familiarity with tools such as Salesforce, Slack, and Google Suite
- You must have reliable, high-speed internet and be able to maintain a confidential, distraction-free workspace for calls and virtual meetings
- You thrive in a remote work environment, managing your time effectively and taking the initiative to address issues as they arise
What the job involves
- As Trustly continues to grow, so does the need for top-tier support for our expanding base of customers and merchants. This is your chance to join a dynamic team and contribute to shaping a customer service program that’s making a real impact across the organization.
- As a Client Support Specialist, you’ll be a key player in delivering exceptional service and driving improvements that resonate throughout the company, while using your expertise to ensure our customers receive the best possible support across all touchpoints
- On the Support team, we are dedicated to providing personalized support to each of our customers. Our mission is to understand our partners’ specific needs, so we can tailor our services to provide maximum value. We are looking for people with a passion for delivering customer support that goes above and beyond, so we can continue to provide a unique and specialized customer experience
- Omni-Channel Support: Provide exceptional support across multiple channels, including email, chat/messaging, and phone, with potential future expansion to video support
- Troubleshooting: Apply a systematic approach to isolating, understanding, and solving complex customer issues, ensuring a thorough resolution
- Customer Education: Empower customers by helping them maximize the benefits of Trustly's products and services
- Ownership: Take full ownership of customer issues from start to finish, coordinating with internal and external stakeholders to ensure timely and effective resolution
- Technical Support: Address inquiries related to our implementations at enterprise merchants, including APIs, UI, and transaction-related questions
- Business/Financial Support: Assist with Answering questions related to financial and payment transactions, as well as collections. Customer inquiries include payment status, payment declines, transaction inquiries, collections, and more
- Working Hours: Work 8-hour shifts Monday through Friday, between 8:00 am and 9:00 pm EST, with a rotating schedule every 5 weeks
Our take
Trustly is a fintech platform that makes accepting bank transfers for merchants a simple experience, just like taking card payments. Since 2008 the company has grown from three people to over 900, with several offices across Europe and the Americas.
Trustly is a customer of banks, while its customers are merchants who are charged a transaction fee when they receive payments. Thousands of merchants use Trustly, including global players likes Facebook, AT&T, Alibaba, PayPal and TransferWise.
Whilst bank transfers as a payment method are not that common in certain countries (such as the UK), consumers in other geographies prefer to pay via bank transfer - so there is a real need for what Trustly is offering. The company has made significant expansion progress, secured some highly advantageous partnerships and acquired SlimPay in 2024, as it looks to enhance its payment capabilities.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2023
$53.7m
GROWTH EQUITY VC
Nov 2014
$26.9m
LATE VC
Total funding: $80.6m
Company benefits
- Free breakfast every morning and catered dinner if you need to work late. And happy hour every Friday to celebrate the week
- Each employee gets a generous health allowance, and Trustly Sports Club keeps us active together
- Each month, our teams go on fun outings. Which we’d probably do anyway, even if Trustly didn’t foot the bill!
Company HQ
Vasastan, Stockholm, Stockholm County
Leadership
Carl Wilsson
(Co-Founder & CEO)Obtained a degree in Economics at Stockholm School of Economics before founding Trustly in 2008. Since September 2016, they are the VP of Business Development of Trustly Group AB.
Lukas Gratte
(Co-Founder)Obtained a degree in International Economy at Harvard University, a Master's degree in Engineering physics at KTH Royal Institute of Technology, a second Master's degree in Business Administration and Economics at Stockholm University and co-founded Redbet in 2002.
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