Client Support Specialist

Summary

Join Trustly's Merchant Operations team as a Client Support Specialist and become a brand ambassador, championing customer needs. You will report to the Manager, Customer Support and leverage your experience to support customers across various channels, including email, chat, and phone. Your responsibilities include troubleshooting complex problems, educating customers on Trustly products, owning customer issues end-to-end, and answering technical and business/financial questions. The ideal candidate possesses empathy, strong communication skills, and excellent English proficiency. Trustly offers a remote-first culture with flexible hours and numerous benefits.

Requirements

• 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
• Excellent English skills (written and verbal)

Responsibilities

• Support customers across channel types - email, chat/messaging, and phone (video in the future)
• Using a systematic approach to isolating, understanding, and solving complex problems
• Helping our customers maximize the benefits of using Trustly products & services
• Owning a customer issue end-to-end, engaging others inside and outside of the organization to ensure timely resolution, including post-contact as required
• Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc)
• Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves

Preferred Qualifications

• IOS or Android experience
• Previous knowledge of Salesforce Service/CRM

Benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost
• Life insurance with differentiated coverage
• Meal voucher and supermarket voucher
• Home Office Allowance
• Wellhub - Platform that gives access to spaces for physical activities and online classes
• Trustly Club - Discount at educational institutions and partner stores
• English Program - Online group classes with a private teacher
• Extended maternity and paternity leave
• Birthday Off
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!