Client Support Specialist

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November 17

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Trustly

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Fintech • Finance • eCommerce

Trustly is a leader in Open Banking solutions, providing a cohesive suite of financial and payment products designed to modernize payments, reduce costs, and mitigate risk. The company focuses on delivering secure, low-cost payments and seamless financial services through industry-leading connectivity, offering services such as instant payouts, customer onboarding, risk assessment, and real-time account verification. Trustly serves a variety of industries, including billers, eCommerce, financial services, and gaming, leveraging high-quality, bank-validated financial data to enhance user experiences. Their solutions are tailored to enterprise needs, aiming to improve acceptance rates, minimize processing costs, and prevent fraud risk.

- employees

Founded 2008

💳 Fintech

💸 Finance

🛍️ eCommerce

📋 Description

• The Role: As a Client Support Specialist at Trustly, you will be a brand ambassador and customer champion. You will report to the Manager, Customer Support, and leverage your experience supporting customers across multiple facets: • Omni-Channel: Supporting customers across channel types — email, chat/messaging, and phone (video in the future). • Troubleshooting: Using a systematic approach to isolate, understand, and solve complex problems. • Educate: Helping our customers maximize the benefits of using Trustly products and services. • Ownership: Owning a customer issue end-to-end, engaging colleagues inside and outside the organization to ensure timely resolution, including any required post-contact follow-up. • Technical: Answering questions related to our implementations at enterprise merchants (APIs, UI, transaction inquiries, etc.). • Business/Financial: Answering questions related to financial and payment transactions, including payment status, payment declines, transaction inquiries, and collections inquiries; responsibilities may evolve as the business changes.

🎯 Requirements

• Empathy, passion, and a strong commitment to helping customers. • Strong written and verbal communication skills, with experience supporting customers via email, chat, and phone. • Excellent English skills (written and verbal). • Plus, ideally: • Experience with iOS or Android. • Previous knowledge of Salesforce Service/CRM.

🏖️ Benefits

• Bradesco health and dental plan for you and your dependents, with no co-payment required. • Life insurance with enhanced coverage. • Meal voucher and supermarket voucher. • Home office allowance. • Wellhub — a platform that provides access to fitness spaces and online classes. • Trustly Club — discounts 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 from any city in Brazil. • Welcome kit — we provide Apple equipment (MacBook Pro, iPhone) and additional welcome items. Note: equipment can be purchased by you under internal criteria. • Annual bonus — as a team member, you may be eligible for an annual bonus, at the company’s discretion, based on KPI and individual performance. • Referral program — receive a reward if you refer a candidate who is hired.