Customer Support Advocate

2 semanas atrás

Brasília, Distrito Federal, Brasil Trustly Tempo inteiro

ABOUT US

The Trustly Americas division merges the innovative spirit of PayWithMyBank, a startup from Silicon Valley established in 2012, with the expertise of Trustly AB from Sweden, following their merger in 2019. Our diverse team comprises 30 nationalities, serving over 9,000 merchants and connecting with 650 million consumers and 12,000 banks across 33 countries. Our extensive global network processes transactions exceeding $58 billion each year.

As pioneers in Open Banking Payments, we are dedicated to enhancing the payment experience for both merchants and consumers through our Pay by Bank solution. We provide merchants with a cost-effective alternative to traditional card payments, while empowering consumers to utilize their bank accounts without the burden of high-interest credit cards. All of this is secured through the principles of Open Banking, exclusively with Trustly.

With offices in various locations, including Vitoria, Brazil, and Silicon Valley, along with our global headquarters in Stockholm, Sweden, we embrace a culturally rich environment. In Brazil, we have adopted a remote work policy that supports flexibility.

At Trustly, we are committed to fostering an inclusive and diverse workplace, which we believe is crucial for building a just and equitable society. We uphold a non-discriminatory approach based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our primary objective is to create a welcoming and diverse atmosphere that offers equal opportunities for all employees. The selection process is conducted online and is free from any form of discrimination.

TEAM OVERVIEW:

The Merchant Operations team plays a vital role in addressing, resolving, and escalating inquiries or issues raised by customers (merchants) and end-users. We are dedicated to supporting our internal, external, and third-party clients involved in our processing operations.

KEY RESPONSIBILITIES:

  • Act as the primary point of contact for troubleshooting, escalating, and resolving inquiries from clients and customers. You will assist existing clients, their end-users, and third-party processors.
  • Prioritize and manage cases within established service level agreements (SLAs). Cases will either be resolved directly or escalated to relevant internal or external teams for further assistance.
  • Maintain accountability for support cases until they are fully resolved.
  • Monitor and respond to inquiries across various support channels, including ticketing systems, public forums, online chat, social media, and client calls.
  • Participate in an on-call rotation to ensure 24/7 support coverage.
  • Contribute to improving documentation to reduce the recurrence of support issues.
  • Collaborate with various teams, including development, customer support, and product management.
  • Assist the development team in reviewing new features and client libraries.

QUALIFICATIONS:

  • Prior experience in a customer support or operations role.
  • Strong proficiency in English, both written and verbal.

PREFERRED SKILLS:

  • Experience with iOS or Android platforms.
  • Familiarity with Salesforce Service/CRM systems.

BENEFITS:

  • Comprehensive health and dental coverage through Bradesco for you and your dependents, with no co-payment required.
  • Life insurance with enhanced coverage options.
  • Meal and supermarket vouchers.
  • Home Office Allowance.
  • Access to Wellhub - a platform offering physical activity spaces and online classes.
  • Trustly Club - discounts at educational institutions and partner retailers.
  • English language program - online group classes with a private instructor.
  • Extended maternity and paternity leave policies.
  • Birthday leave.
  • Flexible working hours and a remote-first culture, allowing you to work from anywhere in Brazil.
  • Welcome Kit - Apple equipment (Macbook Pro, iPhone) and additional perks. Equipment may be available for purchase based on internal criteria.
  • Annual bonus eligibility based on company KPIs and individual performance.
  • Referral program with rewards for successful candidate referrals.

At Trustly, we celebrate and embrace diversity in all its forms, recognizing the value it brings to our employees and customers. We are proud to be an Equal Opportunity Employer, ensuring that all hiring, advancement, and employment decisions are based solely on qualifications, merit, and business needs.

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