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Merchant Service Team lead- Stockholm- Malta
2 weeks ago
At Trustly, we are dedicated to simplifying online transactions. Our versatile payment solutions cater to merchants in diverse sectors such as E-commerce, Financial Services, Gaming, and Travel, bridging top brands with millions of consumers seeking security and convenience. Our team comprises individuals from around the world, a source of pride that reinforces our belief in the power of diversity to fuel innovation and inclusive solutions. Headquartered in Stockholm, Sweden, our rapidly growing team also operates from offices in Europe and the Americas, collectively reshaping the payment landscape and leaving a lasting impact through your contributions.
About the Merchant Service team:
- Merchant Service specialists in Sweden, Portugal, and Malta delivering exceptional support to Trustly's b2b customers with efficiency and customer-centricity.
About the role:
- Lead the Merchant Service team, focusing on enhancing operational efficiency, developing team members, and overseeing daily operations to optimize resource utilization. Key responsibilities include analyzing performance metrics, fostering collaboration, and managing customer escalations effectively to drive service excellence and business growth.
What you'll do:
- Daily supervision of operational tasks to optimize resource allocation based on requirements.
- Empower your team through coaching and feedback to boost performance.
- Inspire and steer your team towards achieving collective and individual objectives.
- Handle complex customer issues as an escalation point.
- Implement procedures to tackle recurring challenges and enhance overall customer satisfaction.
- Identify and implement process enhancements.
- Ensure accountability for meeting operational KPIs including SLAs, efficiency, quality, and customer satisfaction.
Who you are:
- +2 years of leadership experience in operational teams within a B2C support setup, ideally in the tech industry or at a leading B2C call center.
- A respected leader with a track record in team growth and development.
- Effective communication skills both verbally and in written form.
- Strong problem-solving abilities and a sense of ownership for addressing issues at different levels.
- Proficiency in handling customer complaints and resolving complex situations.
- Thorough understanding of customer support functions.
- Adaptability to thrive in a dynamic and fast-paced environment.
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