Support Performance Lead

Summary

Join Trustly's growing customer support team as a Support Performance Lead. Drive excellence through data-driven insights and strategic improvements. Analyze performance trends, bridge knowledge gaps, and collaborate with leadership to elevate support quality. You will play a critical role in cue management, QA calibrations, and maintaining best practice libraries. Handle high-stakes escalations and lead social listening initiatives. This role offers the opportunity to make a lasting impact in a fast-paced, entrepreneurial environment.

Requirements

• Be a data-driven problem-solver with expertise in SalesForce reporting, QA calibration (Level Up methodology a plus), and customer interaction management
• Be a collaborative leader who thrives in cross-functional environments and can manage initiatives against deadlines
• Be passionate about customer obsession, with a track record of turning insights into actionable improvements
• Be experienced in handling escalations, mentoring teams, and optimizing support workflows
• Be adept at social listening tools and translating feedback into strategic recommendations
• Be comfortable in a remote work environment, with reliable high-speed internet and a distraction-free workspace

Responsibilities

• Analyze trends, identify gaps, and implement strategies to enhance support quality and efficiency
• Conduct agent-level QA calibration and lead weekly leader calibrations to ensure consistency and excellence
• Develop and maintain a best practice library to empower support teams with up-to-date resources
• Resolve BBB and C-suite escalations with professionalism and deep subject-matter expertise
• Drive insights from social media to proactively address customer needs and improve service delivery
• Provide real-time assistance during peak demand or complex cases to maintain service standards
• Identify, design, and implement procedural enhancements with minimal supervision
• Partner with Product, Tech, and Assisted Support teams to advocate for customer-centric solutions
• Coach new and future hires on advanced case resolution and performance best practices

Preferred Qualifications

Have experience with Level Up methodology for QA calibration

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
• Competitive salaries
• Bonus plans
• Stock options