Support Performance Lead, Trustly
CA$60-70k
+ Bonus plans + Stock options
Secure online banking payments
Job no longer available
Secure online banking payments
501-1000 employees
Job no longer available
CA$60-70k
+ Bonus plans + 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
- If you’re a proactive leader passionate about shaping the future of customer support, this is your opportunity to make a lasting impact
- 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
- A data-driven problem-solver with expertise in SalesForce reporting, QA calibration (Level Up methodology a plus), and customer interaction management
- A collaborative leader who thrives in cross-functional environments and can manage initiatives against deadlines
- Passionate about customer obsession, with a track record of turning insights into actionable improvements
- Experienced in handling escalations, mentoring teams, and optimizing support workflows
- Adept at social listening tools and translating feedback into strategic recommendations
- Comfortable in a remote work environment, with reliable high-speed internet and a distraction-free workspace
What the job involves
- As our customer support operations expand, we are seeking a Support Performance Lead to drive excellence through data-driven insights and strategic improvements
- In this role, you will analyze performance trends, bridge knowledge gaps, and collaborate with leadership to elevate support quality
- You’ll play a critical role in cue management, QA calibrations, and maintaining our best practice library, while expertly handling high-stakes escalations (including C-suite and BBB cases)
- Additionally, you’ll lead social listening initiatives to uncover actionable insights from customer conversations online
- 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
- Performance Optimization: Analyze trends, identify gaps, and implement strategies to enhance support quality and efficiency
- QA Leadership: Conduct agent-level QA calibration and lead weekly leader calibrations to ensure consistency and excellence
- Knowledge Management: Develop and maintain a best practice library to empower support teams with up-to-date resources
- High-Stakes Escalations: Resolve BBB and C-suite escalations with professionalism and deep subject-matter expertise
- Social Listening: Drive insights from social media to proactively address customer needs and improve service delivery
- Live Support: Provide real-time assistance during peak demand or complex cases to maintain service standards
- Process Improvement: Identify, design, and implement procedural enhancements with minimal supervision
- Cross-Functional Collaboration: Partner with Product, Tech, and Assisted Support teams to advocate for customer-centric solutions
- Mentorship: Coach new and future hires on advanced case resolution and performance best practices
Application process
- Applications for this role are accepted on an ongoing basis
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
$55.6m
GROWTH EQUITY VC
Nov 2014
$26.9m
LATE VC
Total funding: $82.5m
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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