Job Description
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.
What you will do:
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.Who you are:
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:
iOS or Android experience.Previous knowledge of Salesforce Service/CRM.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;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!
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