Manager, Support & Operations

WHO WE ARE

At Trustly, we’re on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.

We’re revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

Fueled by this purpose, we’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

Now is the perfect time to join us and help accomplish our mission. If you’re inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we’d love to hear from you!

About the team:

The number of customers and merchants using Trustly solutions has grown, and we want to ensure we have world-class support to help them when they need us most. As a Manager of Customer Support you will lead a team of experts in delivering exceptional and efficient service experiences to US & Canadian-based customers.

What you will do:

• Manage, mentor and inspire a team of frontline support representatives, fostering a positive and collaborative environment.
• Provide regular coaching, documented feedback, and performance reviews to ensure continuous improvement using the GROW coaching framework.
• Manage team scheduling and ensure adequate coverage to meet customer demand.
• Assess the quality of contacts each week (requirements are per agent per week) to ensure quality and consistency.
• Track key performance indicators (KPIs) for individual and team performance, such as net promoter score (NPS), case time to close, average handle time (AHT), and first contact resolution (FCR) & develop action plans to achieve and exceed KPI targets.
• Identify opportunities to streamline support processes and improve efficiency.
• Contribute to the development and maintenance of knowledge base articles and other support resources.

Who you are:

• You have demonstrated experience in driving improvements in the customer experience in a support environment, with the tenacity to ensure that initiatives are completed and customers are taken care of. You are customer-first in your approach and are passionate about excellence in all customer experiences.
• Demonstrated ability to coach, mentor, and develop team members. Experience using the GROW coaching methodology is preferred.
• You are an excellent communicator and can clearly articulate your thinking to leadership.
• You are analytical and leverage data and KPIs to inform decisions and improve experiences. You can do your own analysis without the need for an analytics team to provide you insights.
• Experience managing a remote, distributed team.
• Experience supporting software customers.
• Experience using Salesforce and Vonage to manage customer interactions and support tickets is desired.
• Ability to build and manage experiences and processes independently.

Our perks and benefits:

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
• Life insurance with differentiated coverage;
• Meal voucher and supermarket voucher;
• Home Office Allowance;
• Wellhub - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• English Program - Online group classes with a private teacher;
• Extended maternity and paternity leave;
• Birthday Off;
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

Check out our Glassdoor or our Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.

#LIRemote

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.