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.
Second Line Team Lead na Trustly
Presencial - Stockholm, Sweden
Ver mais vagas na TrustlyRequirements
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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