Customer Service Manager

Customer Service ManagerDate: Sep 25, ****Company:Location: Milano, IT, *****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:Oversee daily customer support operations—ensuring timely resolution of inquiries, escalations, and complaints aligned with SLAsRecruit, train, coach, and evaluate partners to uphold high standards of service deliveryAnalyse customer service metrics, feedback, and trends to identify areas for performance enhancementProject Management DutiesDefine and execute customer-support improvement projects, including setting scope, milestones, budgets, and deliverablesCollaborate with cross-functional teams to implement new workflows, tools, and process optimizationsMonitor progress, manage risk, adjust plans as needed, and deliver regular status updates to senior leadershipPartner with IT, Product, Sales, and other departments to align on customer initiatives and share customer insightsLead continuous improvement efforts—streamlining processes, implementing quality standards, and embedding customer feedback into service enhancement plansSkills & Qualifications:Essential QualificationsBachelor's degree in Business, Project Management, or related field; relevant certifications (e.g., PMP, CAPM, PRINCE2) preferredProven experience managing customer service or operations (typically 5+ years)Hands-on use of project management tools (e.g. MS Project, Asana, Jira) and methodologies (Agile/Waterfall) is preferredProven capability to manage budgets, timelines, risks, and documentation.People management is a plus.Core CompetenciesExceptional communication and stakeholder engagement skillsAnalytical mindset with ability to interpret customer data, performance metrics, and feedbackCustomer-centric focus, with empathy and effective conflict-resolution approachOrganised, detail-oriented, and resilient under pressure with strong multitasking capabilityLeadership aptitude—mentoring teams, promoting collaboration, and driving resultsTop-Level Job Requirements:Experience: 3-5 years in customer service or support roles, with proven project responsibilities in the last two yearTechnical Skills: Familiarity with CRM systems, helpdesk software, reporting tools, and PM platformsCertifications: PMP, CAPM, or PRINCE2 — a significant plusIndustry Knowledge: Strong awareness of evolving customer service best practices, continuous improvement methodologies, and regulatory needsIdeal 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.To learn more about what it's like working inside Ingenico, follow us on LinkedIn#J-*****-Ljbffr