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 : Minimum 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.

Please note that we will only review CVs submitted in English.
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