Consumer Service Team Lead - Fixed Term Contract
Stockholm, Sweden
Operations - Europe – Customer Experience - Europe /
Contract /
Hybrid
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 Consumer Service team
The team consists of Consumer Service specialists located in Sweden. The team's primary objective is to deliver high-qualitative support to Trustly's consumers in an efficient and customer obsessed manner.
About the role
In the role of lead for the Consumer Service 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. Please note that this role is a 12-month fixed term contract.
What you’ll do
- Daily steering of the operational work seen to optimising 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
Who you are
- +2 years of experience as a leader of operational teams within B2C support organization, 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 in English & Swedish
- 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
Our Fantastic Benefits
🌴 20 to 30 days of holiday (depending on location) to support a healthy work-life balance
🥳 Monthly team outing allowance to enjoy social events with your colleagues
👶 Parental leave top-up additional support for new parents
🥐 Daily breakfast and on-site perks to make your workday smoother
💚 Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
PLUS additional benefits designed to enhance your work-life experience!
Shape Your Role and Make an Impact
Join a dynamic environment where you can take ownership, drive change, and continuously embrace new challenges. We’re looking for dedicated and highly motivated individuals who thrive in a fast-paced environment and enjoy collaborating across different areas of the organisation.
If your skills and experience align with this role, we’d love to hear from you! Apply now and submit your CV in English.
