Second Line Team Lead at Trustly

On-site - Stockholm, Sweden

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At Trustly, the Second Line Team Lead leads a cross‑functional team delivering high‑quality support to B2B customers, bridging frontline agents and engineering, and driving operational efficiency and technical incident resolution.

Requirements

Experience

  • Experience in technical support, preferably in B2B or fintech environment

Skills

  • Technical support
  • Problem solving
  • Ownership
  • Communication
  • Collaboration
  • Troubleshooting
  • API integrations
  • SFTP processes
  • SQL databases

Languages

  • English

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

Technologies

APISFTPSQL

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