Client Support Specialist
San Carlos, CA or Remote, United States
Merchant Services and Support – Customer and Merchant Support - Americas /
Full-time /
Remote
WHO WE ARE
The 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 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $56 billion annually.
Our digital account-to-account platform redefines the speed, simplicity and security of payments. Consumers pay for purchases by simply signing into their bank accounts, bypassing the card networks, and never leaving a merchant’s site or app – no credit card numbers or separate account setup necessary.
With U.S. headquarters in Silicon Valley and global headquarters in Stockholm, Sweden, we are a culturally diverse team also spread across Canada, Brazil, UK, Germany, Spain, Portugal, Malta and more! Across North America, we have embraced a work from anywhere policy throughout the continental US and Canada.
It’s a great time to join Trustly as the Americas team is growing. If you thrive in an entrepreneurially minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out!
ABOUT THE ROLE
The number of customers and merchants using Trustly solutions has grown and we want to ensure we have world-class support in place to help them when they need us most. As a Customer Service & Support Specialist at Trustly, you will be a brand ambassador and customer champion. You will report to the Manager of Customer Service & Support, and leverage your experience supporting customers across multiple facets.
WHO YOU'LL WORK WITH
On the Support team, we are dedicated to providing personalized support to each of our customers. Our mission is to understand our partners’ specific needs, so we can tailor our services to provide maximum value. We are looking for people with a passion for delivering customer support that goes above and beyond, so we can continue to provide a unique and specialized customer experience.
WHAT YOU'LL DO
- Omni-Channel: Supporting customers across channel types - email, chat/messaging, and phone (video in the future).
- Trouble-shooting: Using a systematic approach to isolating, understanding and solving complex problems.
- Educate: Helping our customers maximize the benefits of using Trustly products & services.
- Ownership: Owning a customer issue end-to-end, engaging others inside and outside of the organization to ensure timely resolution, including post-contact as required.
- Technical: Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries etc).
- Business/Financial: Answering questions related to financial and payment transactions (payment status, payment declines, transaction inquiries, collections, etc…).
- Working Hours: 8-hour shifts Monday - Friday between 8:00 am - 9:00 pm EST. Schedules rotate every 5 weeks.
WHO YOU ARE
- Empathy, passion, and obsession for helping customers.
- Strong written and verbal skills, with experience supporting customers on email/chat as well as on the phone.
- 3+ years of experience supporting customers in a technical environment (Payments Fintech would be an asset).
- Education and training in the financial or technology space would be a plus.
- Experience with Salesforce, Slack, and Google Suite would be a plus.
- Must have reliable, consistent, high-speed internet; and be able to work in a confidential area, free from distractions and interruptions.
- Maintain a professional remote office environment free of background noise when on calls or attending virtual meetings.
#LI-Remote
$21 - $24 an hour
Applications for this role are accepted on an ongoing basis.
SALARY RANGES IN US-BASED ROLE POSTING
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.
WHAT WE OFFER
At Trustly, you get the opportunity to work on challenging issues and projects with leading FinTech professionals in an innovative and truly inspiring atmosphere. We have a commitment to constantly develop and improve, so you can expect to grow on a professional and personal level in a stimulating environment.
We have a culturally diverse team that spans from Silicon Valley and across the U.S., Canada, Brazil, and Europe with an enthusiasm for remote-first work and the flexibility to balance professional and personal life. Our environment is open and inclusive and we strive to provide employees with a deep sense of belonging while fostering teamwork and having fun.
Trustly’s total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:
- Flexible paid time off & generous PTO accrual plans
- Comprehensive medical, dental, vision, and other insurances
- Flexible spending accounts for medical and dependent care
- Home office set-up allowance
- Internet stipend
- Retirement plan match for 401k and RRSP
- Gender-neutral paid parental leave, and more!
(The benefits and total compensation packages outlined above are for full-time employees only and exclude temporary positions.)
At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.
