Customer Operations • Lead

Who you are

You have a strong background in customer operations and team leadership, with experience in managing service teams and optimizing operational efficiency. You thrive in a collaborative environment and are passionate about delivering exceptional service to B2B customers. Your hands-on approach allows you to engage directly with complex escalations, ensuring that your team meets high standards of performance and customer satisfaction.

You possess excellent analytical skills, enabling you to assess performance metrics and identify areas for improvement. Your ability to foster a culture of excellence within your team is complemented by your commitment to developing team members and aligning stakeholders across departments. You are not just a manager; you are a technical leader who understands the intricacies of the service ecosystem and can bridge the gap between front-line agents and product/engineering teams.

What you'll do

As the Second Line Team Lead, you will be responsible for managing the daily operations of the Merchant Service team, ensuring that resources are utilized efficiently and effectively. You will analyze performance metrics to identify trends and areas for improvement, collaborating with various departments to enhance service delivery. Your role will involve addressing customer escalations, providing hands-on support when necessary, and optimizing processes to improve operational efficiency.

You will lead initiatives to foster a culture of excellence within the team, encouraging proactive problem-solving and stakeholder alignment. Your leadership will be crucial in developing team members, helping them grow in their roles and enhancing their skills. You will work closely with teams across Sweden and other Trustly locations, ensuring that the Merchant Service team is well-integrated into the broader organizational framework.

What we offer

At Trustly, you will be part of a dynamic and innovative team that is transforming the payment landscape. We offer a collaborative work environment where your contributions will have a direct impact on our success. You will have the opportunity to work with a diverse group of professionals who are passionate about building a smarter financial future. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.