The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing. Specific duties include:
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.
Solid experience in a customer support or operations role.
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).
Plus, ideally:
Previous knowledge of Salesforce Service/CRM.
Trustly was launched in 2008 and has grown rapidly over the past 16 years to become a global leader in Open Banking Payment solutions. With a mission to make online payments as seamless as possible, Trustly offers an innovative payment platform, bridging the gap between consumers and merchants. Its technology ensures that transactions are processed in real-time, providing both speed and security for all parties involved.
Trustly's dedication to revolutionizing the payments industry is reflected in its collaborations with major brands such as PayPal, eBay, and Hargreaves Lansdown in Europe and FanDuel, T-Mobile, and Coinbase in North America. To date, Trustly has transformed the performance and experience of payments for over 9,000 merchants in 30+ markets, connecting them to 650+ million consumers through 12,000 banks.
Trustly is a licensed Payment Institution under the second payment services directive (PSD2). It operates under the supervision of the Swedish Financial Supervisory Authority in the EU, EEA and the Financial Conduct Authority in the UK. In the US, Trustly is state-regulated as required to serve its target markets.
