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Manager, Support & Operations - Remote

Posted 7 weeks ago
Customer Service
Full Time
Brazil

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Overview

As a Manager of Customer Support at Trustly, you will lead a team dedicated to providing exceptional service to US & Canadian-based customers, ensuring a positive experience while driving improvements in customer support processes.

In Short

  • Manage and mentor a team of frontline support representatives.
  • Provide coaching and performance reviews using the GROW framework.
  • Ensure adequate team coverage to meet customer demand.
  • Assess quality of customer interactions weekly.
  • Track KPIs to improve team performance.
  • Identify opportunities for process improvements.
  • Contribute to knowledge base development.
  • Experience in customer experience improvement.
  • Excellent communication skills required.
  • Experience managing a remote team is essential.

Requirements

  • Proven experience in customer support environments.
  • Ability to coach and mentor team members.
  • Strong analytical skills to leverage data for decision making.
  • Experience with Salesforce and Vonage preferred.
  • Independent management of processes and experiences.

Benefits

  • Comprehensive health and dental plans.
  • Life insurance with enhanced coverage.
  • Meal and supermarket vouchers.
  • Home Office Allowance.
  • Access to Wellhub for physical activities.
  • Discounts at educational institutions.
  • English language program.
  • Flexible hours and remote work culture.
  • Annual performance bonuses.
  • Referral rewards for successful hires.
Trustly logo

Trustly

Trustly is a leading company in Open Banking Payments, formed from the merger of PayWithMyBank, a Silicon Valley startup, and Trustly AB of Sweden. With a culturally diverse team representing 30 nationalities, Trustly serves 9,000 merchants and connects to 650 million consumers and 12,000 banks across 33 countries, processing over $100 billion annually. The company is dedicated to enhancing the payment experience for both merchants and consumers by offering lower-cost payment acceptance and secure bank account transactions. Trustly promotes an inclusive and equitable work environment, embracing remote work policies and prioritizing diversity in its hiring practices.

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