You will leverage your broad experience to lead in three key areas:
- CX & VOC: Operationalize and democratize the Voice of the Customer across the organization; you will activate listening posts, leverage data analytics, and develop journey maps to champion the customer experience and eliminate friction
- Digital Self-Service: Scale our digital ecosystem to enable customers and merchants to self-serve effectively; this includes the strategy and management of online help centers, portals, AI Chatbots, and knowledge content
- Customer Service & Support: Lead live, assisted omni-channel support via globally distributed teams; this includes oversight of Tier 2 (second line) operations for escalated or specialized expertise
Who you are
- Technology Leadership: 10+ years of broad leadership experience in consumer-facing software (Fintech or Payments experience is considered a strong asset)
- Service & Support Operations: Proven experience in the direct leadership and management of contact center operations. Experience managing managers
- Experience Design & Deployment: A track record of driving the design, development, and deployment of innovative, customer-centric solutions
- Digital Transformation: Expertise in driving digital transformation within a support environment, specifically regarding self-service capabilities, AI adoption, and automation tools.
- Team & Culture Building: Demonstrated ability to build strong, diverse teams and foster a culture of collaboration, performance and excellence
- Operational Rigor: Strong operational discipline, with a history of establishing operating rhythms that effectively monitor, measure, and manage KPIs and OKR
- Business Acumen: Experience directly managing an operating budget and actively participating in company-level strategic and financial reviews
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What We Do
At Trustly, we envision a world in which online payments are fast, simple and secure for everyone — merchants, consumers and banks alike. One hundred years ago, cash was king. People got paid in cash, carried it in their wallets, and bought things with it at the local store. Payment was easy. Oh, how the times have changed. Today, our salaries are deposited straight into our bank accounts and we shop online, from merchants all around the world. So why is it so hard to pay straight from our bank accounts? For consumers, paying online should be as easy as sliding a bill across the counter. And accepting payments and issuing refunds should be the least of merchants’ worries. Credit cards, debit cards, e-wallets, invoices and cash-on-delivery are all middlemen levying fees, debt and interest for the simple task of moving money from one person to another. At Trustly, we work hard to make online payments easy.
Why Work With Us
At Trustly, we work hard to make online payments easy. We’re dynamic, not stuffy. We’ve got the drive and ambition of a startup and the experience and advantage of a scale-up, all wrapped up in one amazing team. The pace is fast, and change is frequent. We prioritize agility to adapt to whatever tomorrow brings.
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