Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 300 enterprise customers, helping finance teams protect against 100% of fraud attacks.

The company’s global presence includes offices in New York City, Paris, and Milan. Our team is composed of 100+ employees with 15 different nationalities who are dedicated to payment security. Trustpair raised 20 million euros to accelerate international growth, and equip finance leaders with the tools needed to tackle sophisticated fraud tactics such as AI, deepfakes, cyber attacks, and more.
 

About the role

Trustpair is searching for an Operations Coordinator to join our Complementary Checks Team.

Situated within our Ops Department, our Complementary Checks Team work to collect and process third-party data to verify payment information and detect possible risks of fraud, with the overall goal of ensuring that Trustpair's confirmation rate for account validation increases.

As an Operations Coordinator you will work on the contact part of the process, which consists in engaging with vendors via phone or email to validate their banking coordinates. This specific activity has been outsourced with a BPO partner located in Portugal, consisting of a team of multi-lingual contact agents.

What you'll do:

Internally, you will work with the Complementary Checks team manager Léa, to design and implement the most effective contact processes, while monitoring the daily activity of our external partner’s team in Lisbon, composed of 10+ calling agents and 2 team leaders.

Activity coordination:

• You'll coordinate the tasks assignation and tools settings depending on the volumes of cases to process, the priorities defined and the agents’ skills
• You'll optimise the different digital tools used by the contact agents in order to improve their efficiency
• Implement the new features released and investigate and/or escalate technical issues faced by the agents
• Analyse data to monitor the team’s performance alongside our the partner, to measure common KPIs

Contact operational excellence and expertise:

• Along with the partner, define operational excellence subjects, consolidate learnings and organise feedback sessions to coach the agents
• Perform quality assessment sessions on sensitive cases yourself
• Handle the agents reports and help solving blocking situations
• Maintain clear and updated documentation regarding the reference processes

Team Collaboration:

• Collaborate closely with the other Complementary Checks teams, as well as Sales & Customer Success to ensure customer satisfaction
• Be the go-to expert on the contact-related knowledge and share it with other teams at Trustpair

What’s in it for you 👀 

• A strategic position in our Complementary Checks team, allowing you to use your data-driven and problem-solving mindset to continuously improve our operational efficiency and the customer's experience
  
• A collaborative environment, where everyone’s voice is heard and decisions can be taken and implemented quickly
  
• Exposure to the most advanced call centre tools and technologies (including smart algorithms and artificial intelligence) to help you steer the team to operational excellence
  
• Trustpair is in scaling phase to become the market-leading solution
  
• Flexible remote policy
  
• A talented team with senior colleagues you can learn and work with
  
• Inclusive environment with cultural diversity and parity

This position is based in Paris with a hybrid remote contract
Salary range for the role: €30-33k depending on experience 

Why join Trustpair? A list of our perks here!

Must-Haves:

• Minimum 2 years of professional experience in a structured environment (e.g. Operations, BPO, Project management, Analytics...)
  
• Good analytical skills, using data to make performance-driven decisions, and operational skills to be able to optimise the digital tools used
  
• Excellent interpersonal skills and empathy to communicate efficiently with various stakeholders: your colleagues, the outsourcing partner’s agents and team leaders, the third-parties
  
• Strong problem-solving mindset and a proactive approach
  
• Ability to work in a fast paced scale-up environment and to manage your workload and projects efficiently
  
• Fluent in English (French is a plus)

Recruitment Process

• First call with Aicha, Talent Acquisition (30 mins)
• Experience Interview with Léa, Operations Manager (45 mins)
• Case Study on site with Léa and Michaël (1h)
• Coffee fit with your future colleagues (30 mins)
• Final interview with Cyrille, VP Operations (30 mins)

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.