Customer Support and Operations Manager, Trustly
$70-80k
Secure online banking payments
Job no longer available
Secure online banking payments
501-1000 employees
Job no longer available
$70-80k
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
- 5+ years of experience directly supervising and managing customer support teams in an operations or contact center environment
- You are a strong communicator, and fluent (verbal and written) in English
- You are analytical and leverage data and KPIs to inform decisions and improve experiences
- Experience managing a remote, distributed team
- Experience supporting software customers
- Experience using Salesforce to manage customer interactions and support tickets
- Ability to build and manage experiences and processes independently
- You have a passion for helping customers and building strong teams
What the job involves
- As a Manager of Customer Support & Operations, you will lead a team of experts in delivering exceptional and efficient service experiences to US and Canada-based customers
- Ensuring the delivery of exceptional customer service while troubleshooting, managing escalations, and resolving customer issues
- Establishing and managing against key performance targets for individuals and the team. KPIs will span customer experience, efficiency, and employee experience
- Hire, onboard, and coach a diverse team; managing individual performance and supporting career development
- Quality and compliance evaluation and coaching
- Scheduling and workforce management balancing customer demands and employee preferences
- Incident escalation & triaging with both customers and internal stakeholders
- Documentation of workflow and processes to ensure scalability and consistent quality
Our take
Trustly is a fintech platform that makes accepting bank transfers for merchants a simple experience, just like taking card payments. Founded in 2008, the company has grown from just three people to operate 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 not a common payment method in certain countries (like the UK), people in many others 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 - all suggesting a bright future ahead.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2023
$55.4m
GROWTH EQUITY VC
Nov 2014
$26.9m
LATE VC
Total funding: $82.3m
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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