Client Support Specialist

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the team:
The Assisted Support team is responsible for clarifying, solving and escalating customer (merchant) and end-user queries or problems. We are responsible for supporting the internal, external, and third-party customers we use for processing.

What you will do: :
The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing. Specific duties include:

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Omni-Channel: Supporting customers across channel types - email, chat/messaging, and phone (video in the future).

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Trouble-shooting: Using a systematic approach to isolating, understanding, and solving complex problems.

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Educate: Helping our customers maximize the benefits of using Trustly products & services.

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Ownership: Deliver end-to-end support with a 'customer-obsessed' mindset, ensuring every interaction meets rigorous quality standards while maintaining a human, personalized touch.

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Technical: Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc),

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Business/Financial: Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves

Who you are: :
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Experience in a customer support or operations role.

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Empathy, passion, and obsession for helping customers.

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Strong written and verbal skills, with experience supporting customers on email/chat as well as on the phone.

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Excellent English skills (written and verbal).

Plus, ideally:

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iOS or Android experience

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Previous knowledge of Salesforce Service/CRM

Hourly Rate: $19 - $24 CAD /hour

Applications for this role are accepted on an ongoing basis.

SALARY RANGES IN CANADA-BASED ROLE POSTING

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all Canada locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.

WHAT WE OFFER

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. We embrace a remote-first culture that empowers you to balance your career ambitions with personal fulfillment. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

We offer innovative perks and benefits packages that include:

- Flexible paid time off & generous PTO accrual plans

- Comprehensive medical, dental, vision, and other insurances

- Home office set-up allowance

- Internet stipend

- Retirement plan match for 401k and RRSP

- Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.