Meet TrustPay Team: Interview with Karin Milková, Commercial Director

Can you start by sharing how your journey at TrustPay began?

When I finished university, I was trying to figure out what kind of job would be the right fit for me. Junior roles directly tied to my field of study didn’t offer much in terms of salary—barely enough to survive (of course, I’m exaggerating to capture the essence 😊).
So, I initially joined TrustPay for more practical reasons. Looking back now, though, I can confidently say it was one of the best decisions I could’ve made.

What roles did you hold in the company before stepping into your current position as Commercial Director?

I worked my way through a range of key client-focused roles, starting with customer support, then moving into account management and team leadership, and eventually into my current role. Each position gave me a unique perspective on the same field and allowed me to build a solid foundation, which I find incredibly valuable.

“I discovered in practice that interpersonal relationships aren’t just crucial in fields like psychology – they’re essential everywhere, especially in companies aiming to maintain long-term clients and attract new ones.”

What motivated you to pursue this career path? Was it always your goal, or did it develop gradually?

I’ve already touched on the topic of practicality – to be honest, this industry wasn’t my childhood dream. The financial world is often perceived as being closely tied to mathematics, which has never been my strong side.

However, I discovered in practice that interpersonal relationships aren’t just crucial in fields like psychology – they’re essential everywhere, especially in companies aiming to maintain long-term clients and attract new ones. Once I realized that we had other departments to handle the numbers, I started to see my career path as meaningful and felt my chances of success were much higher.

What does a typical workday look like in your role as Commercial Director?

I usually spend a lot of time communicating with colleagues across my team or other departments, as it’s essential to coordinate work and ensure a smooth flow with a focus on priorities. I’m often involved in discussions with partners when my input is needed or when handling any escalations in the office. My role also requires travel to stay updated on industry developments and to meet clients in person.

Could you give us an overview of the teams or departments you lead?

Together, we call ourselves the “front office” – essentially, everyone responsible for presenting the company externally. This includes our business development team, which focuses on acquiring as many new clients as possible, our account management team, which nurtures and maintains relationships with our existing portfolio, and our marketing team, where all the stylish designs are created to help us shine.

What do you find most fulfilling about your current job?

I’m happiest when we can deliver solutions that make our clients’ lives easier. Everyone wants the product they’re presenting to have a real, positive impact on the world and not just be about good-looking marketing.

I also take great satisfaction in seeing team members achieve their goals and watching us move forward together in the right direction—especially when something that was just a nice idea a year ago starts coming to life in practice.

What challenges does this position bring, and how do you handle them?

Working with people can be incredibly rewarding, but it can also be stressful, especially on tough days. That’s why it’s essential to manage these situations externally and internally. Personally, sports help me the most—they allow me to gain perspective, and what once seemed insurmountable suddenly becomes manageable.

Have you experienced any funny or unexpected situations at TrustPay that you could share?

Definitely, although many of them aren’t exactly shareable in public. 😄 One amusing thing that keeps happening is the constant creative mispronunciations of our name. A favorite is “TrusPay” (“trus” means bird droppings in Slovak language). Just when I think there can’t be a new version, I’m always surprised there is!

As one of the main faces of the company, you carry a lot of responsibility. How do you balance your professional duties with personal expectations in this role?

I genuinely enjoy my work, so I always welcome conversations with clients or colleagues. However, if I need to disconnect, I make sure to do so—I don’t feel the need to work 24/7. Everything requires balance, and as the saying goes, you can’t pour from an empty cup. So, when I need to rest, I prioritize it, and my favorite way to recharge is with a good book.

What is your leadership philosophy? How do you motivate your team to achieve their best results?

I believe that when a group of reasonable adults comes together, everything runs smoothly, and each team member naturally wants to do their best. I’m not a fan of micromanagement – I prefer to offer advice and support when needed. If it’s not needed, I trust my colleagues to make decisions within their areas of expertise.

I believe that if someone needs to be told in detail what to do over the long term, I might as well do it myself, and there’s no need for discussion. That’s why I sincerely appreciate that my team is highly independent, and each member contributes in their own unique way. Communication is also key to motivation; we always clearly define our shared priorities, and then each person outlines their tasks to achieve them.

How do you stay on top of industry trends and ensure that TrustPay remains a leader in such a competitive environment?

My colleagues and I travel frequently and attend various exhibitions, which help us stay informed about what’s happening in our area of interest. In today’s digital age, it’s also possible to track trends effectively on a daily basis. Each department and its leaders provide different perspectives on this topic, so I see it as a shared goal that’s often the focus of our discussions.

What do you think is the most interesting aspect of working at TrustPay that people outside the company might not know?

Most of my friends outside the industry imagine our company as a boring institution, similar to their local bank. However, once they realize what we do is something they interact with almost daily when shopping online, the questions start pouring in. I think it’s generally true that everything makes a lot more sense once you see how theory is applied in practice.

What moment in your career are you most proud of?

I don’t have one specific moment in mind. I’m proud of all the times we’ve achieved bigger goals as a team – it’s never just about one individual. I’m proud that we can create something new together, help our clients grow, and grow personally in the process. I’m also proud to work with exceptional people, each of whom sees the world in their own unique way. This allows us to learn from each other and avoid being stuck in our own “box.

If you had to describe your journey at TrustPay in one word, what would it be and why?

Speed—because everything here changes dynamically. What was true yesterday might not be true today, and we have to adapt to that while ideally expanding our business operations. Personally, I see this aspect as a positive one—it brings new situations that keep routine at bay.