Client Support Specialist

Summary

Join Trustly's dynamic support team and contribute to a customer service program making a real impact. As a Client Support Specialist, you will deliver exceptional service, drive improvements, and ensure customers receive the best support. You will provide omni-channel support (email, chat, phone, potential video), troubleshoot complex issues, educate customers, take ownership of issues, and provide technical and financial support. The role requires 3+ years of customer support experience in a technical environment, strong communication skills, and familiarity with specific tools. Trustly offers a remote-first culture, competitive salaries, bonus plans, stock options, flexible PTO, comprehensive insurance, and other benefits.

Requirements

• You have a deep empathy for customers, a passion for helping them, and an obsession with delivering outstanding service
• Strong written and verbal skills are essential, with experience supporting customers via email/chat as well as on the phone
• You bring 3+ years of experience supporting customers in a technical environment, with Payments or Fintech experience being an asset
• You must have reliable, high-speed internet and be able to maintain a confidential, distraction-free workspace for calls and virtual meetings
• You thrive in a remote work environment, managing your time effectively and taking the initiative to address issues as they arise

Responsibilities

• Omni-Channel Support: Provide exceptional support across multiple channels, including email, chat/messaging, and phone, with potential future expansion to video support
• Troubleshooting: Apply a systematic approach to isolating, understanding, and solving complex customer issues, ensuring a thorough resolution
• Customer Education: Empower customers by helping them maximize the benefits of Trustly's products and services
• Ownership: Take full ownership of customer issues from start to finish, coordinating with internal and external stakeholders to ensure timely and effective resolution
• Technical Support: Address inquiries related to our implementations at enterprise merchants, including APIs, UI, and transaction-related questions
• Business/Financial Support: Assist with Answering questions related to financial and payment transactions, as well as collections. Customer inquiries include payment status, payment declines, transaction inquiries, collections, and more
• Working Hours: Work 8-hour shifts Monday through Friday, between 8:00 am and 9:00 pm EST, with a rotating schedule every 5 weeks

Preferred Qualifications

• Education and training in the financial or technology space are a plus, enhancing your ability to understand and communicate complex topics
• Familiarity with tools such as Salesforce, Slack, and Google Suite

Benefits

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans 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!