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Merchant Service Team Lead
2 months ago
About Trustly
At Trustly, we're passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve leading e-commerce companies in various industries, including financial services, gaming, and travel. Our people are from all corners of the globe, and we're proud of our diverse team. We believe that diversity is what helps us create solutions that are more inclusive and innovative.
About the Merchant Service Team
The team consists of Merchant Service specialists located in Sweden, Portugal, and Malta. The team's primary objective is to deliver high-quality support to our B2B customers in an efficient and customer-obsessed manner.
About the Role
In the role of lead for the Merchant Service team, responsibilities include optimizing operational efficiency, developing team members, and managing daily operations for resource efficiency. Key tasks involve analyzing performance metrics, collaboration across departments, and addressing customer escalations effectively. The focus is on fostering a culture of excellence, stakeholder alignment, and proactive problem-solving to deliver exceptional service and drive business success.
Key Responsibilities
- Daily steering of the operational work to optimize resources based on need
- Enhance the performance of your team through coaching and feedback
- Motivate and guide your team to achieve team and individual goals
- Act as a point of escalation for complex customer issues
- Implement procedures to prevent recurring customer challenges and improve overall satisfaction
- Identify and execute on improvements
- Take accountability for delivering on operational KPIs such as SLAs, efficiency, quality, and customer satisfaction
Requirements
- +2 years of experience as a leader of operational teams within B2C support organizations, preferably within the tech industry and/or at a market-leading B2C call center
- An appreciated leader with a proven track record to grow and develop team members within your organization
- Excellent communication skills in verbal and written format
- Strong problem solver and take full ownership for matters at various scales - own it, fix it
- Experience in handling complaints from customers and solving complex client situations
- Strong understanding of customer support operations
- Ability to adapt to a dynamic and fast-paced environment
We're Looking for Someone Who
- Is not afraid of voicing and acting on new ideas
- Values good communication with internal and/or external stakeholders
- Is passionate about working with different areas across the organization
