Merchant Service Team Lead/ Manager - Stockholm

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 Merchant Service organization consists of Merchant Service specialists located in Sweden, Portugal and Malta. For this opportunity we are looking for a team leader located in Stockholm, Sweden. The team's primary objective is to deliver high-qualitative support to Trustly’s B2B customers in an efficient and customer obsessed manner.

ABOUT THE ROLE

In the role of lead for the Merchant Service Service team, responsibilities include optimizing operational efficiency, developing team members, and managing daily operations for resource efficiency. Key tasks involve analyzing performance metrics, collaboration across departments, and addressing customer escalations effectively. The focus is on fostering a culture of excellence, stakeholder alignment, and proactive problem-solving to deliver exceptional service and drive business success. The position is based in our Swedish office.

What you'll do :
• Daily steering of the operational work seen to optimizing resources based on need
• Enhance the performance of your team through coaching and feedback
• Motivate and guide your team to achieve team and individual goals
• Act as a point of escalation for complex customer issues
• Implement procedures to prevent recurring customer challenges and improve overall satisfaction
• Identify and execute on improvements
• Take accountability for delivering on operational KPIs such as SLAs, efficiency, quality and customer satisfaction

Who you are :
• +2 years of experience as a leader of operational teams within B2B support organization, preferably within the tech industry and/or at a market leading B2B call center
• An appreciated leader with a proven track record to grow and develop team members within your organization
• Excellent communication skills in verbal and written format
• Strong problem solver and take full ownership for matters at various scales - own it, fix it
• Experience in handling complaints from customers and solving complex client situations
• Strong understanding of customer support operations
• Ability to adapt to a dynamic and fast-paced environment

Our Fantastic Benefits (varies by location)
🌴 20 to 30 days of holiday to support a healthy work-life balance
🥳 Monthly team outing allowance to enjoy social events with your colleagues
👶 Parental leave top-up additional support for new parents
🥐 Daily breakfast and on-site perks to make your workday smoother
💚 Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
PLUS additional benefits designed to enhance your work-life experience!

Shape Your Role and Make an Impact
Join a dynamic environment where you can take ownership, drive change, and continuously embrace new challenges. We’re looking for dedicated and highly motivated individuals who thrive in a fast-paced environment and enjoy collaborating across different areas of the organisation.
If your skills and experience align with this role, we’d love to hear from you! Apply now and submit your CV in English.