Manager, Support
6 meses atrás
**About the team**
- The primary responsibility of the Support and Operations team is to troubleshoot, escalate, and resolve client and customer questions or issues. The mission of the area is to provide support to internal and external audiences within Trustly in order to guarantee business high-quality standards.
**What you'll do**:
- Support the team in triaging cases within the defined SLA.
- Provide management with specific KPIs.
- Be the bridge between the Support and Operations team and tech and management teams.
- Run daily standup and planning meetings with the Support and Operations team.
- Guarantee that an on-call rotation schedule is available for a 24/7 coverage plan. Execute the expansion of the existing structure.
- Help enhance documentation to minimize repeating support issues.
- Coordinate with the different teams: dev team, customer support, and product management.
- Help the dev team review new features and client libraries.
- Participate in meetings with internal and external clients to define requirements.
- Help the company to continuously improve our support and operations processes.
- Help the expansion process by hiring new members and structuring the growth of the team.
**Who are you**:
- Solid experience directly supervising and managing customer support teams in an operations or contact center environment.
- Experience managing people, working with team development, hiring, feedback, performance reviews, meetings, documentation, planning, and metrics;
- Experience managing support and operations organization.
- Outstanding business analyst skills;
- Knowledge of working with Agile projects and methodologies.
- Experience in leveraging data and KPIs to inform decisions and improve experiences.
- Experience supporting software customers.
- Experience using Salesforce to manage customer interactions and support tickets.
- Ability to build and manage experiences and processes independently
- Previous experience with web systems design and development, so you can participate in technical meetings, understand, evaluate, and provide feedback to make sure the tech solutions meet the functional requirements.
- Very good English communication skills: The manager should be able to organize and participate in frequent calls and meetings with native and other foreign English speakers where you should understand AND speak;
**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;
- Monthly happy hours with iFood coupon;
- 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;
Check out our Glassdoor or our Brazil Life page on Linkedin for more details about Brazil, our culture, and much more.
LI-Remote
LI-CHERRYNE-TRUSTLY
-
Store Manager
6 meses atrás
Serra, Brasil Kathmandu Tempo inteiroWe are BCorp certified - Sustainability is at the heart of everything we do - Generous staff discounts for both Kathmandu and Ripcurl and other benefits - Career opportunities in retail & office based roles across Aust and New Zealand **About Kathmandu** Kathmandu is a leading global outdoor lifestyle brand whose journey began in Aotearoa New Zealand over...
-
Reception & Office Manager
7 meses atrás
Serra, Brasil KMK Recruitment Tempo inteiroJob Type - Permanent - Industry - Retail & Luxury Brands - Location - Victoria - Salary - £34-40k - Qualifications - N/A - Skills - Previous reception experience essential! Reception / Office Manager required to join a global, luxury, high-end Fashion Brand. A newly created role to make your own, this is a great opportunity to work with a great bunch of...
-
Manager, Incident Management
7 meses atrás
Serra, Brasil Trustly Tempo inteiro**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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...
-
Optometry Advanced Technology Manager, Vision Care
8 meses atrás
Serra, Brasil Alcon Tempo inteiroAt Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...
-
Clinical Sales Specialist, Victoria
8 meses atrás
Serra, Brasil Alcon Tempo inteiroAt Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...
-
Site Supply Chain Manager
6 meses atrás
Taboão da Serra, Brasil Huntsman Tempo inteiroDescription : Site Supply Chain Manager (Taboão da Serra) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate...
-
Emerging Technology Implementation Manager
7 meses atrás
Serra, Brasil MSS Security Tempo inteiroAbout the Company As one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website at Culture Our employees enjoy working with MSS because we: -...
-
People & Culture Business Partner
7 meses atrás
Serra, Brasil MSS Security Tempo inteiroAbout the Company As one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website at Culture Our employees enjoy working with MSS because we: -...
-
Concierge / Reception
7 meses atrás
Serra, Brasil MSS Security Tempo inteiroAbout the Company As one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website at Culture Our employees enjoy working with MSS because we: -...
-
People & Culture Business Partner
7 meses atrás
Serra, Brasil MSS Security Tempo inteiroAbout the Company As one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website at Culture Our employees enjoy working with MSS because we: -...
-
Social Worker
7 meses atrás
Serra, Brasil devoted care Australia Tempo inteiroPaid VISA sponsorship - offering 186 (PR visa) - accommodation assistance - Salary packing benefits which can save you up to $15,000 a year - Extensive professional development and career pathway opportunities **YOUR DREAM TO LIVE & WORK IN OZ!!!** **Position Title**: Social Worker - Team Leader **Primary purpose of the position**: **Description**: The...
-
Engineering Manager, Front-end
7 meses atrás
Serra, Brasil Trustly Tempo inteiro**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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...
-
Engineering Manager, Back-end
7 meses atrás
Serra, Brasil Trustly Tempo inteiro**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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...
-
Total Rewards
6 meses atrás
Serra, Brasil Trustly Tempo inteiro**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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...
-
Eyes on the Future: Alcon Clinical Sales Specialist
4 semanas atrás
Itapecerica da Serra, São Paulo, Brasil Alcon Tempo inteiroAbout AlconAs a global leader in eye care, Alcon is dedicated to helping people see brilliantly. We innovate boldly and champion progress to make a meaningful difference in patients' lives. Our collaborative team culture values diversity and inclusion, providing opportunities for career growth and advancement.The Role:This exciting opportunity is for a...
-
Legal Counsel
6 meses atrás
Serra, Brasil Trustly Tempo inteiro**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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...
-
Human Resources Business Partner
3 semanas atrás
Itapecerica da Serra, São Paulo, Brasil Td Synnex Tempo inteiroAt TD SYNNEX, we are seeking an experienced Human Resources Business Partner to join our team. As a key member of our HR department, you will play a critical role in driving business success through strategic human resources initiatives.The ideal candidate will have 5+ years of relevant work experience in HR, with a strong focus on Talent Management. A...
-
Community Associate
7 meses atrás
Serra, Brasil Regus Tempo inteiro**Community Associate** **VITORIA, Work Center** The world of work is changing short commutes, flexibility, and convenience are the minimum standards employees want when it comes to how they want to work! At IWG, we are leading the way. We’ve built the world’s largest workspace network so that our customers can work from wherever, and however they...
-
Community Associate
6 meses atrás
Serra, Brasil Regus Tempo inteiro**Community Associate** **Vitória, Work Center 2 - 8th floor** The world of work is changing short commutes, flexibility, and convenience are the minimum standards employees want when it comes to how they want to work! At IWG, we are leading the way. We’ve built the world’s largest workspace network so that our customers can work from wherever, and...
-
Project Hseq Advisor
6 meses atrás
Serra, Brasil Wabtec Tempo inteiroWabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing...