Client Support Specialist
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.
- Supporting customers across channel types - email, chat/messaging, and phone (video in the future).
- Using a systematic approach to isolating, understanding, and solving complex problems.
- Helping our customers maximize the benefits of using Trustly products & services.
- Owning a customer issue end-to-end, engaging others inside and outside of the organization to ensure timely resolution, including post-contact as required.
- Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc).
- 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).
- Previous knowledge of Salesforce Service/CRM.
Trustly is a Swedish fintech company specialising in account-to-account (open banking) payments, letting consumers pay directly from their bank accounts without cards. Founded in 2008 and headquartered in Stockholm, it connects merchants - including many online gambling operators - to thousands of banks across Europe and North America. The company processes billions of euros in payments annually and is a widely used deposit and withdrawal method in the iGaming industry. Trustly employs more than 1,000 people across offices in Europe and the Americas.
