Merchant Service Specialist

Trustly is leading the human-centric payments revolution. To us, this means passionately building the most convenient, intelligent and responsible way of paying for things online. Whether it’s for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more – we’re all about a better way to pay. At our core, we are a tech company with industry-leading tech capabilities. But, it’s the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people. And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.

About the Merchant Service teamAt Trustly’s Merchant Service we strive to provide an industry leading service experience to our B2B customers. We go above and beyond by assisting customers efficiently, accurately and with high quality. We work closely with other departments to continuously improve our services and products to meet current and future customers’ needs.The team's primary objective is to deliver high-qualitative support to Trustly’s merchants in an efficient and customer obsessed manner.

About the roleAs a Merchant Service Specialist at Trustly you will work in an international team who all work towards the same goal; creating the best customer experience. You will serve our B2B customers by identifying and resolving technical and non technical issues related to payment transactions as well as identify and escalate complex cases in the best possible way. You will collaborate closely with teams across Trustly such as Consumer Service, NOC (Network Operations Center), AML, Fraud and Commercial.You may be scheduled to work on a shift basis, which could include any day of the week and occasionally on public holidays.

What you'll do

• Being the first line of contact for our B2B customers – act as a Trustly ambassador
• Identify and understand customer issues, concerns or complaints and proactively resolve them
• Investigate cases on a technical level, utilizing tools such as log analysis, API calls, or system configurations to diagnose issues
• Respond promptly without compromising on quality to our key customer inquiries via email
• Collaborate with the NOC team to resolve escalated technical issues swiftly and efficiently
• Collaborating with other teams within the company to resolve consumer inquiries in an efficient and timely manner

Who you are

• 2-3 years of experience in the payments or fintech industry, with a background in B2B support.payment gateway integrations, and troubleshooting experience. Experience with scripting languages is a plus, but not mandatory.
• Service-minded and passionate about creating an outstanding customer experience.
• You thrive in a fast-paced and changing environment, and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach.
• You are a problem solver that takes ownership and can work independently as well as in collaboration with the team.
• Proficient in English, both spoken and written
• Ability to work on a shift basis, including evenings, weekends and holidays.

Wanted Behaviours

• Efficiency and Proactivity: Wow your customer by continuously enhancing payment processing efficiency and proactively addressing any potential issues.
• Customer Focus: Own it, fix it by prioritizing the needs of our B2B customers, demonstrating empathy, responsiveness, and delivering exceptional service.
• Communication and Collaboration: Deliver impact at speed through open communication and effective collaboration with internal teams, external partners, and stakeholders.
• Problem-Solving: Find your way to win by approaching challenges with a proactive and solutions-oriented mindset, promptly analyzing and implementing effective solutions.
• Adaptability and Flexibility: Dare to innovate by demonstrating adaptability and resilience in a dynamic environment, adjusting strategies to meet evolving business needs.
• Compliance and Ethics: Ensure compliance and uphold ethical standards, conducting all activities with integrity, honesty, and respect for confidentiality.