Related keywords: health coach remote jobsocial media remote jobremote job qa
This page contains product affiliate links.
The role in question is for a Support Performance Lead at Trustly, a company committed to transforming how payment systems work for both consumers and merchants. The mission is to create a more secure, efficient, and cost-effective payment experience by making Pay by Bank the standard checkout option. Trustly is rapidly expanding, currently connecting over 9,000 merchants with 650 million consumers across 33 countries, processing more than $100 billion annually.
Trustly positions itself as a leader in the payments industry, with a vision focused on financial responsibility for consumers and greater independence for merchants. Their global presence spans various countries, with headquarters in Stockholm, Sweden and regional offices in Silicon Valley and Vitória, Brazil. The company promotes a remote work culture, offering flexibility for those residing in Brazil, the U.S., and Canada, enabling employees to work from anywhere within their country.
The Support Performance Lead will be instrumental in driving customer support excellence through data-driven insights and strategic improvements. Key responsibilities include:
Performance Optimization: Analyze performance trends within the support team to identify gaps, implementing strategies to enhance support quality and efficiency.
QA Leadership: Conduct regular quality assurance calibration to maintain a high standard across support agents, ensuring consistent performance.
Knowledge Management: Develop and maintain a best practice library to provide up-to-date resources for support teams.
High-Stakes Escalations: Professionally handle significant escalations pertaining to C-suite interactions and BBB cases, showcasing expertise in customer interaction management.
Social Listening: Leverage social media insights to address customer needs proactively, improving service delivery accordingly.
Live Support: Provide real-time assistance during peak demand periods, maintaining service standards across all customer interactions.
Process Improvement: Identify and implement enhancements within operational processes to maximize efficiency and better the customer experience.
Cross-Functional Collaboration: Work closely with product, technical, and assistance support teams to advocate for customer-centric solutions.
Mentorship: Coach new hires, emphasizing advanced case resolution techniques and performance best practices.
Candidates for this role need to possess a variety of skills and characteristics that align with Trustly's culture and professional demands:
Data-Driven Problem Solver: Individuals should demonstrate a strong capability in using SalesForce reporting and customer interaction management tools. A foundational understanding of QA calibration—specifically in using the Level Up methodology—is advantageous.
Collaborative Leader: The role requires someone who thrives in team settings and can effectively manage projects against tight deadlines.
Customer Obsession: A passionate commitment to customer satisfaction and experience is necessary; the ability to translate insights from customer interactions into actionable improvements is crucial.
Experience with Escalations: Proficiency in handling escalations and mentoring a support team is paramount for this role, reflecting a background in customer-centric environments.
Familiarity with Social Listening: The candidate should be adept at using social listening tools, translating feedback into strategic recommendations.
Comfortable Remote Work Environment: Applicants must be adaptable to remote work setups, showcasing a reliable high-speed internet connection and a dedicated workspace.
Trustly values its employees and maintains a competitive approach to compensation. The salary for this Canada-based full-time position is contingent upon various factors, including job-related skills, experience, education, and precise location. Trustly communicates that applications for the position are accepted continuously, meaning potential candidates can apply at any time.
While specific salary ranges vary based on location, new hires can expect to receive comprehensive benefits packages. These typically include:
Trustly endorses a culture that thrives on innovation, collaboration, and curiosity. The organization strives to tackle meaningful challenges collectively while embracing the diversity of its workforce. With a blend of nationalities forming the team, the company's ethos rests on making employees feel valued and providing an environment conducive to professional growth and personal fulfillment.
In conclusion, the Support Performance Lead position at Trustly represents a significant opportunity to impact the future of payments while thriving in a dynamic and innovative environment. Job seekers interested in enhancing their careers in customer support and operations are encouraged to consider this pivotal role.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
