Merchant Service Agent

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WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that's transforming the way the world pays.

ABOUT THE TEAM
The Merchant Service organisation consists of Merchant Service Agents located in Sweden, Portugal and Malta. For this opportunity we are looking for a Merchant Service Agent located in Stockholm, Sweden. 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
As a Merchant Service Agent at Trustly you will work in an international team who all work towards the same goal; creating the best merchant experience. You will serve our merchants by identifying and resolving technical and non technical issues related to payment transactions as well as identify and escalate complex cases in the best possible way via email. You will collaborate closely with teams across Trustly such as 2nd Line, Consumer Service, AML, Fraud and Finance. You will be working on a shift basis, covering Monday to Sunday from 8am to 8pm.
The position is based in our Swedish office.

What you'll do

* Being the first line of contact for our merchants - act as a Trustly ambassador
* Provide efficient and professional support to our customers, expertly managing and resolving support tickets.
* Collaborating with other teams within the company to resolve merchant inquiries in an efficient and timely manner
* Contribute to our knowledge base by creating and updating internal and external documentation, as well as developing clear internal procedures.
* Actively participate in cross-functional and internal projects aimed at optimizing processes and enhancing customer satisfaction.
* Work towards set targets, goals and objectives as an individual and together with the team

Who you are

* Service-minded and passionate about creating an outstanding customer experience
* 1-2 years of experience within Support functions
* You thrive in a fast-paced and changing environment, and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach
* You are a problem solver that takes ownership and can work independently as well as in collaboration with the team
* You have strong knowledge and understanding of online payments and experience working with customer service in Payments, E-com, or Financial Services
* Fluency in English and Swedish, both written and verbal, is required. Proficiency in Danish, Finnish, or German is considered an advantage
* Ability to work on a shift basis, including evenings, weekends and holidays

Our Fantastic Benefits (varies by location)
🌴 20 to 30 days of holiday to support a healthy work-life balance
🥳 Monthly team outing allowance to enjoy social events with your colleagues
👶 Parental leave top-up additional support for new parents
🥐 Daily breakfast and on-site perks to make your workday smoother
💚 Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
PLUS additional benefits designed to enhance your work-life experience!

Shape Your Role and Make an Impact
Join a dynamic environment where you can take ownership, drive change, and continuously embrace new challenges. We're looking for dedicated and highly motivated individuals who thrive in a fast-paced environment and enjoy collaborating across different areas of the organisation.
If your skills and experience align with this role, we'd love to hear from you! Apply now and submit your CV in English.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us