Senior Customer Service Manager

Senior Customer Service Manager – Ingenico

Join to apply for the Senior Customer Service Manager role at Ingenico. 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 culture, inspiring our diverse community of experts to shape the evolution of commerce worldwide.

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 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 optimisations.
• 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 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, 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
• Minimum 5 years in customer service or support roles, with proven project responsibilities in the last two years.
• Familiarity with CRM systems, helpdesk software, reporting tools, and PM platforms.
• PMP, CAPM, or PRINCE2 certifications are a significant plus.
• Strong awareness of evolving customer service best practices, continuous improvement methodologies, and regulatory needs.

EEO Statement

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.