Customer Service Specialist, Trustly
Secure online banking payments
Be an early applicant
Secure online banking payments
501-1000 employees
Be an early applicant
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
- Highly self-motivated with a proven ability to manage multiple tasks simultaneously while maintaining meticulous attention to detail
- Possess strong verbal communication skills for effective phone interactions and excellent written communication skills for delivering thoughtful email support
- Demonstrate the ability to effectively prioritize tasks and maintain composure in a fast-paced environment
- A proactive and enthusiastic team player who thrives in a collaborative setting
- Fluent in both French and English. Proficiency in another European language is a significant plus
- Have a solid understanding of SQL and Unix. Familiarity with Python is a valuable asset
- Bring prior experience or a strong eagerness to learn and utilize tools such as Salesforce, Jira, Kibana, Slack, and Google Workspace (Sheets, Slides, Docs); possess general IT proficiency
- Familiarity with payment processes and SEPA direct debits is advantageous
- 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
What the job involves
- Our Customer Success team is the voice of our merchants, acting as passionate advocates dedicated to ensuring exceptional experiences with Trustly and SlimPay. We're a collaborative and supportive group that thrives on teamwork and open communication
- We're committed to understanding our customers' needs, proactively finding solutions, and building lasting relationships that contribute to their success and our overall growth. We continuously strive for excellence, embracing new challenges and celebrating collective achievements
- As a Customer Service Specialist, you will be a crucial player in upholding Trustly's commitment to human-centric payments and operational excellence
- You will be empowered to deliver outstanding support to merchants across various communication channels
- This role offers a dynamic blend of direct customer interaction and collaboration with internal teams to efficiently resolve inquiries and complex technical issues. Your proactive approach and dedication to quality will directly contribute to our customers' satisfaction and our reputation for exceptional service
- Provide efficient and professional support to our customers, expertly managing and resolving support tickets
- Collaborate closely with the rest of the Support and technical teams to troubleshoot and resolve intricate technical issues related to API integrations, SFTP processes, and SQL databases. This includes actively researching technical solutions and proposing effective resolutions
- Empower our merchants to maximize the value of SlimPay's products and services through comprehensive training and educational initiatives
- Contribute to our knowledge base by creating and updating internal and external documentation, as well as developing clear internal procedures
- Actively participate in cross-functional and internal projects aimed at optimizing processes and enhancing customer satisfaction
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
$53.5m
GROWTH EQUITY VC
Nov 2014
$26m
LATE VC
Total funding: $79.4m
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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