Merchant Service Team Lead
1 semana atrás
Whether it's for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more – we're all about a better way to pay.
At our core, we are a tech company with industry-leading tech capabilities. But, it's the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people.And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.
About the Merchant Service team The Merchant Service organization consists of Merchant Service specialists located in Sweden, Portugal and Malta.
For this opportunity we are looking for a team leader located in Lisbon, Portugal.The team's primary objective is to deliver high-qualitative support to Trustly's b2b customers in an efficient and customer obsessed manner.
About the role In the role of lead for the Merchant Service Service team, responsibilities include optimizing operational efficiency, developing team members, and managing daily operations for resource efficiency.
Key tasks involve analyzing performance metrics, collaboration across departments, and addressing customer escalations effectively.The focus is on fostering a culture of excellence, stakeholder alignment, and proactive problem-solving to deliver exceptional service and drive business success.
What you'll doDaily steering of the operational work seen to optimizing resources based on needEnhance the performance of your team through coaching and feedbackMotivate and guide your team to achieve team and individual goalsAct as a point of escalation for complex customer issuesImplement procedures to prevent recurring customer challenges and improve overall satisfactionIdentify and execute on improvementsTake accountability for delivering on operational KPIs such as SLAs, efficiency, quality and customer satisfactionWho you are+2 years of experience as a leader of operational teams within B2C support organization, preferably within the tech industry and/or at a market leading B2C call centerAn appreciated leader with a proven track record to grow and develop team members within your organizationExcellent communication skills in verbal and written formatStrong problem solver and take full ownership for matters at various scales - own it, fix itExperience in handling complaints from customers and solving complex client situationsStrong understanding of customer support operationsAbility to adapt to a dynamic and fast-paced environmentAre you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.
If you feel that your skill set and personality compliments the criteria above, please apply now.#J-18808-Ljbffr
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