Client Support Specialist

WHO WE ARE

The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $58 billion annually.

We are the leader in Open Banking Payments, and we’re on a mission to give merchants and consumers a better payment experience through Pay by Bank. For merchants, we deliver payment acceptance at a significantly lower cost than cards. For consumers, we enable them to use their bank accounts at payment methods instead of being held captive by high-interest cards. And it all happens through the security of Open Banking, only with Trustly.

With U.S. headquarters in Silicon Valley and global headquarters in Stockholm, Sweden, we are a culturally diverse team also spread across Canada, Brazil, UK, Germany, Spain, Portugal, Malta and more! Across North America, we have embraced a work from anywhere policy throughout the continental US and Canada.

It’s a great time to join Trustly as the Americas team is growing. If you thrive in an entrepreneurially minded, fast-paced, casual, professional, positive, and rewarding work environment, we want to talk to you!

ABOUT THE ROLE

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.

WHO YOU’LL WORK WITH

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.

WHAT YOU'LL DO

• 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.

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 is 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.
• #LI-Remote

WHAT WE OFFER

At Trustly, you get the opportunity to work on challenging issues and projects with leading FinTech professionals in an innovative and truly inspiring atmosphere. We have a commitment to constantly develop and improve, so you can expect to grow on a professional and personal level in a stimulating environment.

We have a culturally diverse team that spans from Silicon Valley and across the U.S., Canada, Brazil, and Europe with an enthusiasm for remote-first work and the flexibility to balance professional and personal life. Our environment is open and inclusive and we strive to provide employees with a deep sense of belonging while fostering teamwork and having fun.

Trustly’s total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

- Flexible paid time off & generous PTO accrual plans

- Comprehensive medical, dental, vision, and other insurances

- Flexible spending accounts for medical and dependent care

- Home office set-up allowance

- Internet stipend

- Retirement plan match for 401k and RRSP

- Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees only and exclude temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.