Support and Operations Manager

About the team

The primary responsibility of the Support and Operations team is to troubleshoot, escalate, and resolve client and customer questions or issues. The mission of the area is to provide support to internal and external audiences within Trustly in order to guarantee business high-quality standards.

What you'll do:

• Support the team in triaging cases within the defined SLA.
• Provide management with specific KPIs.
• Be the bridge between the Support and Operations team and tech and management teams.
• Run daily standup and planning meetings with the Support and Operations team.
• Guarantee that an on-call rotation schedule is available for a 24/7 coverage plan. Execute the expansion of the existing structure.
• Help enhance documentation to minimize repeating support issues.
• Coordinate with the different teams: dev team, customer support, and product management.
• Help the dev team review new features and client libraries.
• Participate in meetings with internal and external clients to define requirements.
• Help the company to continuously improve our support and operations processes.
• Help the expansion process by hiring new members and structuring the growth of the team.

Who are you:

• Solid experience directly supervising and managing customer support teams in an operations or contact center environment.
• Experience managing people, working with team development, hiring, feedback, performance reviews, meetings, documentation, planning, and metrics;
• Experience managing support and operations organization.
• Outstanding business analyst skills;
• Knowledge of working with Agile projects and methodologies.
• Experience in leveraging data and KPIs to inform decisions and improve experiences.
• Experience supporting software customers.
• Experience using Salesforce to manage customer interactions and support tickets.
• Ability to build and manage experiences and processes independently
• Previous experience with web systems design and development, so you can participate in technical meetings, understand, evaluate, and provide feedback to make sure the tech solutions meet the functional requirements.
• Very good English communication skills: The manager should be able to organize and participate in frequent calls and meetings with native and other foreign English speakers where you should understand AND speak;

Our perks and benefits:

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
• Life insurance with differentiated coverage;
• Meal voucher and supermarket voucher;
• Home Office Allowance;
• Wellhub - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• Monthly happy hours with iFood coupon;
• 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 in every city in Brazil;
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

Check out our Glassdoor or our Brazil Life page on Linkedin for more details about Brazil, our culture, and much more.

#LI-Remote

#LI-CHERRYNE-TRUSTLY