Payment Operations and Support Manager

**WHO WE ARE**
- Founded in 2008, Trustly is the global leader in Open Banking Payments, and the U.S. is Trustly’s fastest-growing market. Today we serve 10,000 merchants, connecting them with over 650 million consumers and 7,600 banks in over 30 countries. In 2021, we processed over $20 billion in transaction volume in our global network.

Our digital account-to-account platform redefines the speed, simplicity, and security of payments. Consumers pay for purchases by simply signing into their bank accounts, bypassing the card networks, and never leaving a merchant’s site or app - no credit card numbers or separate account setup necessary. With offices in Vitoria, Brazil, Silicon Valley in the US, and global headquarters in Stockholm, Sweden, we are a culturally diverse team. Across Brazil, we have embraced remote work from home policy.

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.

It’s a great time to join Trustly as the Americas team is growing fast. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out

The primary responsibility of the Payment Operations and Support team is to configure, roll out new merchants, provide support for other areas of the company such as Banking Operations and Reconciliation, and be the point of escalation of issues from Tier 1 Support teams.
- The mission of the area is to roll out new merchants and provide support to internal and external audiences within Trustly in order to guarantee business high quality standards.

The Payment Operations and Support Manager will have the responsibility of coordinating any troubleshooting, escalation until resolution of clients and customers Tier 2 questions or issues. The manager will be responsible for supporting the team on disputes and providing guidance during discussions resolution. Also, the manager will be responsible to guarantee that new merchants have their accounts configured and supported until go-live in conjunction with the Engagement managers. Needs to be hands-on.

**What you'll do**:

- Coordinate efforts with different teams: dev team, customer support, banking operations, banking relations, customer success, product management.
- Help to enhance documentation to minimize repeating support issues.
- Guarantee that an on-call rotation schedule for 24/7 coverage plan for Tier 2 support. Execute the expansion of the existing structure.
- Run daily stand ups and planning meetings with the Payment Operations and Support team.
- Be the bridge between the Payment Operations and Support team and management.
- Help enhance documentation to minimize repeating operations issues.
- Participate in meetings with internal and external clients for requirements definitions.
- Help the company to continuously improve our support and operations processes.
- Help the expansion process on hiring new members and structure the growth of the team.
- Coordinate reconciliation efforts for the entire organization in conjunction with the team of Banking Operations.
- Coordinate the rollout support of new merchants with the Engagement managers team.
- Coordinate the support efforts as tier 2 to escalations from tier 1 support teams.
- Support the go-to-market process and interact with technical developers to translate product requirements into technical specifications.
- Lead implementation of specific billing/payment related projects

**Who you are**:

- Experience managing people, working with team development, hiring, feedbacks, performance reviews, meetings, documentation, planning and metrics;
- Experience managing support and operations organization.
- Experience with reconciliation process with bank accounts.
- Outstanding business analyst skills;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;
- Knowledge working with Agile projects and methodologies.
- Strong analytical, quantitative and problem-solving skills. Ability to conduct root cause analysis and narrow in on areas of opportunity.

Preferred:
- 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.

Desired:
- Scrum master role
- Participated in international projects
- Robust experience with facilitating and coordinating major product