Senior Director - Customer Support & Operations at trustly

WHO WE ARE 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. ABOUT THE ROLE As the Senior Director of Customer Support & Operations (Europe), you will lead all aspects of our Customer Operations, supporting consumers and enterprise merchants across the region. You are an experienced executive who thrives at the intersection of strategy and execution - capable of establishing high-level strategic priorities while remaining hands-on to ensure our teams execute with excellence. Based in Stockholm, Sweden, this role reports to the global SVP of Customer Support & Operations. Our team is dedicated to eliminating friction, elevating the customer experience, and driving differentiation in the markets we serve. Our vision is to be the global benchmark in customer operations, recognized for innovative solutions, delightful experiences, and unparalleled efficiency - a true destination for top talent. You will leverage your broad experience to lead in three key areas: • CX & VOC: Operationalize and democratize the Voice of the Customer across the organization; you will activate listening posts, leverage data analytics, and develop journey maps to champion the customer experience and eliminate friction • Digital Self-Service: Scale our digital ecosystem to enable customers and merchants to self-serve effectively; this includes the strategy and management of online help centers, portals, AI Chatbots, and knowledge content • Customer Service & Support: Lead live, assisted omni-channel support via globally distributed teams; this includes oversight of Tier 2 (second line) operations for escalated or specialized expertise Who you are • Technology Leadership: 10+ years of broad leadership experience in consumer-facing software (Fintech or Payments experience is considered a strong asset) • Service & Support Operations: Proven experience in the direct leadership and management of contact center operations. Experience managing managers • Experience Design & Deployment: A track record of driving the design, development, and deployment of innovative, customer-centric solutions • Digital Transformation: Expertise in driving digital transformation within a support environment, specifically regarding self-service capabilities, AI adoption, and automation tools. • Team & Culture Building: Demonstrated ability to build strong, diverse teams and foster a culture of collaboration, performance and excellence • Operational Rigor: Strong operational discipline, with a history of establishing operating rhythms that effectively monitor, measure, and manage KPIs and OKR • Business Acumen: Experience directly managing an operating budget and actively participating in company-level strategic and financial reviews 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! Shape Your Role and Make an Impact 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.