Client Support Specialist (Affirmative for Women and/or People with Disabilities)

WHO WE AREThe Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $100 billion annually.

We are the leader in Open Banking Payments, and we’re on a mission to give merchants and consumers a better payment experience through Pay by Bank. For merchants, we deliver payment acceptance at a significantly lower cost than cards. For consumers, we enable them to use their bank accounts at payment methods instead of being held captive by high-interest cards. And it all happens through the security of Open Banking, only with Trustly.

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!

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 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:
• Triage cases within the defined SLA. Triaged cases will either be responded to and resolved or escalated to an internal or external team for assistance before resolving.
• Maintain ownership of support cases until resolution.
• Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks, client calls, and more.
• Be part of an on-call rotation schedule for a 24/7 coverage.
• Help enhance documentation to minimize repeating support issues.
• Coordinate with the different teams: dev team, customer support, product management.
• Help the dev team review new features and client libraries.

Who you are:

• Previous experience in a customer support or operations role;
• 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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