Customer Service Manager

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico's approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

Role Overview:
We are seeking an experienced and proactive Customer Service Manager to strengthen our customer support team while driving strategic service improvement projects. This role combines operational leadership with project-based thinking to elevate customer satisfaction and streamline service delivery across the organisation.

Core Responsibilities:
Customer Service Leadership

• Oversee daily customer support operations—ensuring timely resolution of inquiries, escalations, and complaints aligned with SLAs
• Recruit, train, coach, and evaluate partners to uphold high standards of service delivery
• Analyse customer service metrics, feedback, and trends to identify areas for performance enhancement

Project Management Duties

• Define and execute customer-support improvement projects, including setting scope, milestones, budgets, and deliverables
• Collaborate with cross-functional teams to implement new workflows, tools, and process optimizations
• Monitor progress, manage risk, adjust plans as needed, and deliver regular status updates to senior leadership

Collaboration & Continuous Improvement

• Partner with IT, Product, Sales, and other departments to align on customer initiatives and share customer insights
• Lead continuous improvement efforts—streamlining processes, implementing quality standards, and embedding customer feedback into service enhancement plans

Skills & Qualifications:
Essential Qualifications

• Bachelor's degree in Business, Project Management, or related field; relevant certifications (e.g., PMP, CAPM, PRINCE2) preferred
• Proven experience managing customer service or operations (typically 5+ years)

Project Management Proficiency

• Hands-on use of project management tools (e.g. MS Project, Asana, Jira) and methodologies (Agile/Waterfall) is preferred
• Proven capability to manage budgets, timelines, risks, and documentation. People management is a plus.

Core Competencies

• Exceptional communication and stakeholder engagement skills
• Analytical mindset with ability to interpret customer data, performance metrics, and feedback
• Customer-centric focus, with empathy and effective conflict-resolution approach
• Organised, detail-oriented, and resilient under pressure with strong multitasking capability
• Leadership aptitude—mentoring teams, promoting collaboration, and driving results

Top-Level Job Requirements:

• Experience: 3-5 years in customer service or support roles, with proven project responsibilities in the last two year
• Technical Skills: Familiarity with CRM systems, helpdesk software, reporting tools, and PM platforms
• Certifications: PMP, CAPM, or PRINCE2 — a significant plus
• Industry Knowledge: Strong awareness of evolving customer service best practices, continuous improvement methodologies, and regulatory needs

Ideal Candidate Profile:
An innovative and customer-focused leader who brings structure and discipline to service delivery. The successful candidate is adept for customer satisfaction, able to guiding changes, and consistently delivering initiatives on time and on budget. They combine empathy with execution—driving measurable outcomes while fostering collaboration and resilience.

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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