Job Description

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.

• 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.

• 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 are 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

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