Support Performance Lead

WHO WE ARE

At Trustly, we are on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.

We are revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

Fueled by this purpose, we have grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $100 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our "work from anywhere" policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

Now is the perfect time to join us and help accomplish our mission. If you are inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we would love to hear from you!

ABOUT THE ROLE

As our customer support operations expand, we are seeking a Support Performance Lead to drive excellence through data-driven insights and strategic improvements. In this role, you will analyze performance trends, bridge knowledge gaps, and collaborate with leadership to elevate support quality. You’ll play a critical role in cue management, QA calibrations, and maintaining our best practice library, while expertly handling high-stakes escalations (including C-suite and BBB cases). Additionally, you’ll lead social listening initiatives to uncover actionable insights from customer conversations online.

If you’re a proactive leader passionate about shaping the future of customer support, this is your opportunity to make a lasting impact.

WHO YOU’LL WORK WITH

On the Support team, we are dedicated to providing personalized support to each of our customers. Our mission is to understand our partners’ specific needs, so we can tailor our services to provide maximum value. We are looking for people with a passion for delivering customer support that goes above and beyond, so we can continue to provide a unique and specialized customer experience.

• Performance Optimization: Analyze trends, identify gaps, and implement strategies to enhance support quality and efficiency.
• QA Leadership: Conduct agent-level QA calibration and lead weekly leader calibrations to ensure consistency and excellence.
• Knowledge Management: Develop and maintain a best practice library to empower support teams with up-to-date resources.
• High-Stakes Escalations: Resolve BBB and C-suite escalations with professionalism and deep subject-matter expertise.
• Social Listening: Drive insights from social media to proactively address customer needs and improve service delivery.
• Live Support: Provide real-time assistance during peak demand or complex cases to maintain service standards.
• Process Improvement: Identify, design, and implement procedural enhancements with minimal supervision.
• Cross-Functional Collaboration: Partner with Product, Tech, and Assisted Support teams to advocate for customer-centric solutions.
• Mentorship: Coach new and future hires on advanced case resolution and performance best practices.

• A data-driven problem-solver with expertise in SalesForce reporting, QA calibration (Level Up methodology a plus), and customer interaction management.
• A collaborative leader who thrives in cross-functional environments and can manage initiatives against deadlines.
• Passionate about customer obsession, with a track record of turning insights into actionable improvements.
• Experienced in handling escalations, mentoring teams, and optimizing support workflows.
• Adept at social listening tools and translating feedback into strategic recommendations.
• Comfortable in a remote work environment, with reliable high-speed internet and a distraction-free workspace.

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.

The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

- Flexible paid time off & generous PTO accrual plans

- Comprehensive medical, dental, vision, and other insurances

- FSA & HSA plans for medical and dependent care

- 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.