Support Agent

At Trustly, we’re passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve merchants in various industries. This includes E-com, Financial Services, Gaming and Travel – linking the world’s top brands with millions of consumers who expect security and convenience.
Our people are from all corners of the globe, and this we’re proud of. We strongly believe that diversity is what helps us create solutions that are more inclusive. Making sure that we’re constantly innovating. Our fast-growing team is headquartered in Stockholm, Sweden with additional offices across Europe and the Americas. Together, we are modernizing payments and the work you’ll do here will make a lasting impact.
About the role:
As a Payment Support Agent at Trustly you will work within an international team of people who all work towards the same goal; creating the best consumer experience. You will serve Trustly’s customers in the best possible way in our different channels (email, chat, phone) and always strive to reach great solutions. You will collaborate with teams across Trustly such as Support (B2C and B2B), Fraud & Finance.
What you'll do:
Provide quality support through chat, email and phone exceeding customer expectations.
Identify problems and patterns via available tools and measures.
Identify, escalate, evaluate and document cases.
Participate in and provide training programs on an internal basis.
Keep internal self-help documentation up to date.
Being first line of contact - Act as a Trustly ambassador.
Generate new ideas and suggestions for continuous improvement of current systems of processes, procedures to enhance the customer experience.

Who you are:
1-2 years of experience working in an online customer support role.
Fluent in English.
Professional and a service-minded individual with a positive and can-do attitude.
You thrive in a fast-paced environment and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach.
Previous experience working within the iGaming, Technology, Fintech or Banking industry would be an asset.
Open to working shifts, including evenings and weekends