Support Performance Analyst - Remote

Overview

As a Support Performance Analyst at Trustly, you will drive excellence through data-driven insights and strategic improvements in customer support operations.

In Short

• Analyze performance trends and implement strategies to enhance support quality.
• Conduct QA leadership and calibrations for consistency.
• Maintain a best practice library for support teams.
• Handle high-stakes escalations with professionalism.
• Utilize social listening to drive insights from customer conversations.
• Provide real-time assistance during peak demand.
• Identify and implement procedural enhancements.
• Collaborate with Product, Tech, and Assisted Support teams.
• Coach future hires on advanced case resolution.

Requirements

• Proficiency in SalesForce reporting and QA calibration.
• Experience in handling escalations and mentoring teams.
• Adept at social listening tools.
• Strong problem-solving and analytical skills.
• Comfortable in a remote work environment.

Benefits

• Work from anywhere within your country of residence.
• Be part of a diverse team across multiple nationalities.
• Engage in a culture of innovation and collaboration.