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Manager, Support & Operations

WHO WE ARE

At Trustly, we’re 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’re 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’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 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.


At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.


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


About the team:

The number of customers and merchants using Trustly solutions has grown, and we want to ensure we have world-class support to help them when they need us most. As a Manager of Customer Support you will lead a team of experts in delivering exceptional and efficient service experiences to US & Canadian-based customers.



What you will do:
  • Manage, mentor and inspire a team of frontline support representatives, fostering a positive and collaborative environment.
  • Provide regular coaching, documented feedback, and performance reviews to ensure continuous improvement using the GROW coaching framework.
  • Manage team scheduling and ensure adequate coverage to meet customer demand.
  • Assess the quality of contacts each week (requirements are per agent per week) to ensure quality and consistency.
  • Track key performance indicators (KPIs) for individual and team performance, such as net promoter score (NPS), case time to close, average handle time (AHT), and first contact resolution (FCR) & develop action plans to achieve and exceed KPI targets.
  • Identify opportunities to streamline support processes and improve efficiency.
  • Contribute to the development and maintenance of knowledge base articles and other support resources.


Who you are:
  • You have demonstrated experience in driving improvements in the customer experience in a support environment, with the tenacity to ensure that initiatives are completed and customers are taken care of. You are customer-first in your approach and are passionate about excellence in all customer experiences.
  • Demonstrated ability to coach, mentor, and develop team members. Experience using the GROW coaching methodology is preferred.
  • You are an excellent communicator and can clearly articulate your thinking to leadership.
  • You are analytical and leverage data and KPIs to inform decisions and improve experiences. You can do your own analysis without the need for an analytics team to provide you insights.
  • Experience managing a remote, distributed team.
  • Experience supporting software customers.
  • Experience using Salesforce and Vonage to manage customer interactions and support tickets is desired.
  • Ability to build and manage experiences and processes independently.


Our perks and benefits:
  • Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
  • Life insurance with differentiated coverage;
  • Meal voucher and supermarket voucher;
  • Home Office Allowance;
  • Wellhub - Platform that gives access to spaces for physical activities and online classes;
  • Trustly Club - Discount at educational institutions and partner stores;
  • English Program - Online group classes with a private teacher;
  • Extended maternity and paternity leave;
  • Birthday Off;
  • Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
  • Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
  • Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
  • Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!


Check out our Glassdoor or our Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.


#LIRemote


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.

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CEO of Trustly
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Johan Tjärnberg
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What You Should Know About Manager, Support & Operations, Trustly

At Trustly, we’re seeking a dynamic Manager for Support & Operations to lead our customer support team right from our vibrant office in Vitória, Espírito Santo. In this exciting role, you’ll be the driving force behind a team of dedicated support representatives, ensuring that our customers in the US and Canada receive the exceptional, high-quality service they deserve. Your leadership will help create a positive and collaborative environment where team members feel inspired to excel. You’ll be utilizing frameworks like GROW for coaching and mentorship, ensuring everyone has the tools they need to thrive. With a knack for analytics, you’ll track key performance indicators like NPS and average handle time, using these insights to continually refine our processes for even better customer experiences. Not only will you contribute to evolving our knowledge base, but you'll also spot opportunities to streamline operations. Your background in customer support, coupled with your skills in coaching and data analysis, will be invaluable as you foster a customer-first mindset across the team. We value remote work comfort with flexible hours, and we also offer an array of perks from health plans to tech equipment. If you’re passionate about leading a team that shapes the future of payments and want to join a company that prioritizes diversity and inclusion, then we’d love to hear from you at Trustly!

Frequently Asked Questions (FAQs) for Manager, Support & Operations Role at Trustly
What are the key responsibilities of the Manager, Support & Operations at Trustly?

As the Manager, Support & Operations at Trustly, you will oversee a customer support team focused on ensuring exceptional service for US and Canadian clients. Key responsibilities include mentoring and coaching team members, tracking performance through KPIs, managing team schedules, assessing contact quality, improving support processes, and contributing to the development of knowledge resources.

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What qualifications are required for the Manager, Support & Operations role at Trustly?

Candidates for the Manager, Support & Operations position at Trustly should have a solid background in customer support management with proven experience in driving customer experience improvements. Ideal candidates will demonstrate coaching and mentoring capabilities, analytical skills using KPIs, and be comfortable managing a remote team. Knowledge of Salesforce and Vonage for ticketing is also preferred.

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How does Trustly support the growth and development of a Manager, Support & Operations?

At Trustly, we prioritize the continuous growth of our employees. As a Manager, Support & Operations, you will benefit from regular coaching, documented feedback, and performance reviews. We also offer resources like our Wellhub for physical activities, an English Program, and educational discounts that foster a culture of learning and improvement within our team.

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What is the working environment like for the Manager, Support & Operations at Trustly?

The working environment for the Manager, Support & Operations at Trustly is remote-first, allowing flexibility while maintaining strong connections within our diverse global team. With regional offices in Vitória and Silicon Valley, you will collaborate with a team from over 30 nationalities, all dedicated to enhancing the payment experience for our customers.

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What benefits does Trustly offer to its Manager, Support & Operations employees?

Managers, Support & Operations at Trustly enjoy a comprehensive benefits package that includes health and dental plans, life insurance, meal and supermarket vouchers, a home office allowance, fitness resources through Wellhub, additional maternity/paternity leave, and a welcoming kit with high-quality Apple equipment.

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Common Interview Questions for Manager, Support & Operations
How would you handle a difficult customer situation as a Manager, Support & Operations?

It's important to approach difficult customer situations with empathy and understanding. I would listen carefully to the customer's concerns, gather all relevant information, and ensure they feel heard. Then, I would work on finding a satisfactory solution while collaborating with my team to prevent similar issues in the future.

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Can you describe your experience with remote team management?

Managing a remote team requires strong communication and trust-building skills. I maintain regular check-ins through video calls and collaborative tools to ensure transparency and performance accountability. Additionally, I encourage foster team bonding through virtual team-building activities.

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What key performance indicators do you believe are critical for evaluating support team performance?

Critical KPIs for evaluating support team performance include Net Promoter Score (NPS) to measure customer satisfaction, average handle time to ensure efficiency, first contact resolution rate for effective problem-solving, and case time to close to assess responsiveness.

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How do you prioritize coaching and development within your team?

I prioritize coaching and development by incorporating regular one-on-one sessions, where I provide constructive feedback and set individualized development goals. I also utilize frameworks like GROW to guide my coaching process, ensuring team members have clear paths for growth.

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What strategies would you implement to improve the overall customer experience?

To improve the overall customer experience, I would analyze customer feedback and performance data to identify pain points. Then, I would streamline support processes, enhance training for support representatives, and develop self-service resources to empower customers.

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Describe how you would handle an underperforming team member.

In addressing an underperforming team member, I would first have a private discussion to understand their challenges. I would then collaboratively set goals and create a development plan with targeted coaching to support their growth and performance improvement.

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How do you ensure your team stays motivated and engaged?

I ensure my team stays motivated and engaged by fostering a positive team culture built on recognition, open communication, and opportunities for professional growth. Implementing incentive programs and celebrating individual and team achievements also significantly boosts morale.

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What role does data analysis play in your decision-making process?

Data analysis plays a crucial role in my decision-making process. I utilize performance metrics to gauge the effectiveness of current practices, identify areas for improvement, and adjust strategies to ensure their alignment with customer satisfaction goals.

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How do you handle staffing challenges during peak customer demand?

Addressing staffing challenges during peak demand involves proactive planning. I would implement a flexible scheduling system and cross-train team members for smoother operations. Additionally, I would assess workload forecasts to have contingencies in place for unexpected surges.

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What do you find most rewarding about working in customer support management?

The most rewarding aspect of working in customer support management is the opportunity to genuinely make a difference in customers' experiences. Seeing team members grow and evolve while effectively resolving customer issues reinforces my passion for this field.

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A digital payments pioneer powering the shift to a cardless society, Trustly is the leading global payments platform for account-to-account (A2A) transactions.

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DATE POSTED
March 12, 2025

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