Project manager managing E - commerce and SaaS projects from idea to launch at brickfox. Collaborating with teams to ensure successful delivery and project status reporting.
About the role
- Lead technical support team at Trustly, a global leader in Open Banking Payments. Manage escalations, optimize operations, and foster excellence in customer service.
Responsibilities
- Lead and support a team of Senior and Technical Support Agents
- Be hands-on with complex technical cases and ticket escalations
- Investigate recurring or systemic issues and drive them to resolution
- Act as a key stakeholder during technical incidents, joining incident calls and supporting coordination and communication
- Collaborate closely with Product Managers to provide customer and support insights into bugs, improvements, and prioritization
- Build strong relationships with Engineering teams to ensure issues are routed and handled efficiently
- Contribute to documentation, processes, and ways of working that improve long-term product stability
- Take ownership of reducing repeat issues and improving overall product health
Requirements
- You have experience working in technical support, ideally in a B2B or fintech environment
- You’re comfortable collaborating closely with 1st line Support and technical teams to troubleshoot and resolve intricate technical issues related to API integrations & logs, SFTP processes, and SQL databases. This includes actively researching technical solutions and proposing effective resolutions.
- You’re a strong problem-solver who takes ownership from investigation through resolution
- You communicate clearly and can translate technical issues into actionable input for Product and Engineering teams
- You’re comfortable working in a fast-paced, changing environment with multiple stakeholders
Benefits
- 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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