Client Support Specialist

WHO WE ARE

At Trustly, we're on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.

We're revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

Fueled by this purpose, we've grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

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.

Now is the perfect time to join us and help accomplish our mission. If you're inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we'd love to hear from you

About the team

The Merchant Operations team is responsible for clarifying, solving and escalating customer (merchant) and end-user queries or problems. We are responsible for supporting the internal, external, and third-party customers we use for processing.

• The Role: As a  Client Support Specialist at Trustly, you will be a brand ambassador and customer champion. You will report to the Manager, Customer Support, and leverage your experience supporting customers across multiple facets:
• Omni-Channel: Supporting customers across channel types - email, chat/messaging, and phone (video in the future).
• Trouble-shooting: Using a systematic approach to isolating, understanding, and solving complex problems.
• Educate: Helping our customers maximize the benefits of using Trustly products & services.
• Ownership: Owning a customer issue end-to-end, engaging others inside and outside of the organization to ensure timely resolution, including post-contact as required.
• Technical: Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc).
• Business/Financial: Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves.

• Empathy, passion, and obsession for helping customers.
• Strong written and verbal skills, with experience supporting customers on email/chat as well as on the phone.
• Excellent English skills (written and verbal).

• iOS or Android experience.
• Previous knowledge of Salesforce Service/CRM.

• 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;
• 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;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that

Check out our Glassdoor or our Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.