Second Line Team Lead

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.

The Service organisation consists of Consumer and Merchant Service specialists located in Sweden, Portugal and Malta. The team's primary objective is to deliver high-qualitative support to Trustly’s B2B customers in an efficient and customer obsessed manner. As the Second line Team Lead, you sit at the heart of Trustly’s technical ecosystem. Your role is the bridge between our front-line Merchant Service agents and the Product/Engineering organisations. You are not just a manager; you are a hands-on technical leader who is not afraid to jump into the queue and touch tickets themselves to solve the most complex escalations. 

In the role of lead for the Second Line team, responsibilities include optimising operational efficiency, developing team members, and managing daily operations for resource efficiency. Key tasks involve analysing 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.

This role is based in Stockholm and works closely with teams across Sweden and other Trustly locations.

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!

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.