Client Support Specialist - job 1 of 2

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 Trustly continues to grow, so does the need for top-tier support for our expanding base of customers and merchants. This is your chance to join a dynamic team and contribute to shaping a customer service program that’s making a real impact across the organization. As a Client Support Specialist, you’ll be a key player in delivering exceptional service and driving improvements that resonate throughout the company, while using your expertise to ensure our customers receive the best possible support across all touchpoints.

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.

• Omni-Channel Support: Provide exceptional support across multiple channels, including email, chat/messaging, and phone, with potential future expansion to video support.
• Troubleshooting: Apply a systematic approach to isolating, understanding, and solving complex customer issues, ensuring a thorough resolution.
• Customer Education: Empower customers by helping them maximize the benefits of Trustly's products and services.
• Ownership: Take full ownership of customer issues from start to finish, coordinating with internal and external stakeholders to ensure timely and effective resolution.
• Technical Support: Address inquiries related to our implementations at enterprise merchants, including APIs, UI, and transaction-related questions.
• Business/Financial Support: Assist with Answering questions related to financial and payment transactions, as well as collections. Customer inquiries include payment status, payment declines, transaction inquiries, collections, and more.
• Working Hours: Work 8-hour shifts Monday through Friday, between 8:00 am and 9:00 pm EST, with a rotating schedule every 5 weeks.

• You have a deep empathy for customers, a passion for helping them, and an obsession with delivering outstanding service.
• Strong written and verbal skills are essential, with experience supporting customers via email/chat as well as on the phone.
• You bring 3+ years of experience supporting customers in a technical environment, with Payments or Fintech experience being an asset.
• Education and training in the financial or technology space are a plus, enhancing your ability to understand and communicate complex topics.
• Familiarity with tools such as Salesforce, Slack, and Google Suite.
• You must have reliable, high-speed internet and be able to maintain a confidential, distraction-free workspace for calls and virtual meetings.
• You thrive in a remote work environment, managing your time effectively and taking the initiative to address issues as they arise.

Hourly Rate: $21 - $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.

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.