Second Line Team Lead/ Manager

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 TEAM 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.  ABOUT THE ROLE 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. What you'll do

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

Who you are

You have experience working in technical support, ideally in a B2B or fintech environment

You’re comfortable collaborating closely with 1st line Support and technical teams to troubleshoot and resolve intricate technical issues related to API integrations & logs, SFTP processes, and SQL databases. This includes actively researching technical solutions and proposing effective resolutions.

You’re a strong problem-solver who takes ownership from investigation through resolution

You communicate clearly and can translate technical issues into actionable input for Product and Engineering teams

You’re comfortable working in a fast-paced, changing environment with multiple stakeholders