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Support Performance Lead @Trustly

[Hiring] Support Performance Lead @Trustly

Apr 07, 2025 - Trustly is hiring a remote Support Performance Lead. đź’¸ Salary: unspecified. đź“ŤLocation: Canada.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As our customer support operations expand, we are seeking a Support Performance Lead to drive excellence through data-driven insights and strategic improvements. In this role, you will:

  • Analyze performance trends, bridge knowledge gaps, and collaborate with leadership to elevate support quality.
  • Play a critical role in cue management, QA calibrations, and maintaining our best practice library.
  • Expertly handle high-stakes escalations (including C-suite and BBB cases).
  • Lead social listening initiatives to uncover actionable insights from customer conversations online.

If you’re a proactive leader passionate about shaping the future of customer support, this is your opportunity to make a lasting impact.

Qualifications

  • A data-driven problem-solver with expertise in SalesForce reporting, QA calibration (Level Up methodology a plus), and customer interaction management.
  • A collaborative leader who thrives in cross-functional environments and can manage initiatives against deadlines.
  • Passionate about customer obsession, with a track record of turning insights into actionable improvements.
  • Experienced in handling escalations, mentoring teams, and optimizing support workflows.
  • Adept at social listening tools and translating feedback into strategic recommendations.
  • Comfortable in a remote work environment, with reliable high-speed internet and a distraction-free workspace.

Requirements

  • Performance Optimization: Analyze trends, identify gaps, and implement strategies to enhance support quality and efficiency.
  • QA Leadership: Conduct agent-level QA calibration and lead weekly leader calibrations to ensure consistency and excellence.
  • Knowledge Management: Develop and maintain a best practice library to empower support teams with up-to-date resources.
  • High-Stakes Escalations: Resolve BBB and C-suite escalations with professionalism and deep subject-matter expertise.
  • Social Listening: Drive insights from social media to proactively address customer needs and improve service delivery.
  • Live Support: Provide real-time assistance during peak demand or complex cases to maintain service standards.
  • Process Improvement: Identify, design, and implement procedural enhancements with minimal supervision.
  • Cross-Functional Collaboration: Partner with Product, Tech, and Assisted Support teams to advocate for customer-centric solutions.
  • Mentorship: Coach new and future hires on advanced case resolution and performance best practices.

Benefits

  • Flexible paid time off & generous PTO accrual plans
  • Comprehensive medical, dental, vision, and other insurances
  • FSA & HSA plans for medical and dependent care
  • Home office set-up allowance
  • Internet stipend
  • Retirement plan match for 401k and RRSP
  • Gender-neutral paid parental leave, and more!

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Back to Remote jobs  >   Customer Service
Support Performance Lead @Trustly
Customer Service
Salary đź’¸ unspecified
Remote Location
Canada
Job Type full-time
Posted Apr 07, 2025
Apply for this position Unlock 54,582 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: Canada
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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