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Support Performance Lead - Remote

Posted 1 week ago
Customer Service
Full Time
CA

Overview

As a Support Performance Lead at Trustly, you will drive excellence in customer support through data-driven insights and strategic improvements, enhancing the quality and efficiency of support operations.

In Short

  • Analyze performance trends and implement strategies for support quality enhancement.
  • Conduct QA calibrations and lead weekly leader calibrations.
  • Develop and maintain a best practice library for support teams.
  • Handle high-stakes escalations with professionalism.
  • Drive insights from social media to improve service delivery.
  • Provide real-time assistance during peak demand.
  • Identify and implement procedural enhancements.
  • Collaborate with Product, Tech, and Assisted Support teams.
  • Coach new hires on advanced case resolution.

Requirements

  • Expertise in SalesForce reporting and QA calibration.
  • Experience in customer interaction management.
  • Strong collaborative leadership skills.
  • Passionate about customer service and data-driven improvements.
  • Experience in handling escalations and optimizing support workflows.
  • Adept at social listening tools.
  • Comfortable working in a remote environment.

Benefits

  • Work from anywhere policy for flexibility.
  • Join a diverse team across multiple countries.
  • Opportunity to impact the future of payments.
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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