Manager, Support & Operations

Summary

Join Trustly's Customer Support team as a Manager and lead a team of experts in providing exceptional service to US and Canadian customers. You will mentor and inspire your team, ensuring continuous improvement through coaching and performance reviews. Responsibilities include managing team scheduling, assessing contact quality, tracking KPIs, identifying process improvements, and contributing to knowledge base articles. The ideal candidate possesses experience in driving customer experience improvements, coaching team members, and leveraging data for decision-making. Experience managing remote teams and supporting software customers is essential. Trustly offers a comprehensive benefits package including health and dental insurance, life insurance, meal and supermarket vouchers, home office allowance, and more.

Requirements

• Demonstrated experience in driving improvements in the customer experience in a support environment, with the tenacity to ensure that initiatives are completed and customers are taken care of
• Demonstrated ability to coach, mentor, and develop team members
• Excellent communication skills and ability to clearly articulate your thinking to leadership
• Analytical skills and ability to leverage data and KPIs to inform decisions and improve experiences. Ability to do your own analysis without the need for an analytics team to provide you insights
• Experience managing a remote, distributed team
• Experience supporting software customers
• Ability to build and manage experiences and processes independently

Responsibilities

• Manage, mentor and inspire a team of frontline support representatives, fostering a positive and collaborative environment
• Provide regular coaching, documented feedback, and performance reviews to ensure continuous improvement using the GROW coaching framework
• Manage team scheduling and ensure adequate coverage to meet customer demand
• Assess the quality of contacts each week (requirements are per agent per week) to ensure quality and consistency
• Track key performance indicators (KPIs) for individual and team performance, such as net promoter score (NPS), case time to close, average handle time (AHT), and first contact resolution (FCR) & develop action plans to achieve and exceed KPI targets
• Identify opportunities to streamline support processes and improve efficiency
• Contribute to the development and maintenance of knowledge base articles and other support resources

Preferred Qualifications

• Experience using the GROW coaching methodology
• Experience using Salesforce and Vonage to manage customer interactions and support tickets

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!