The role
04As Customer Service Manager (Acquiring) for Switzerland, you lead and develop the Acquiring Customer Service team (1st & 2nd Level), ensuring consistently high service quality in a demanding, regulated, and customer‑critical environment. You are accountable for team performance, operational stability, and customer satisfaction—particularly in situations involving escalations, incidents, complaints, or highly frustrated customers. You act as both a people leader and an operational anchor: coaching your team to remain calm, empathetic, and solution‑oriented, while ensuring processes, controls, and service levels are met across all acquiring platforms. You are also a clear contributor in incident and crisis management.
01Lead, coach, and develop a team of 1st & 2nd Level Acquiring Customer Support Agents, fostering a culture of professionalism, resilience, and customer focus.
02Provide regular coaching, feedback, and performance management, with particular focus on handling complex cases and emotionally charged customer interactions.
03Support onboarding, training, and continuous skill development (technical, regulatory, and communication skills).
04Act as a role model for calm, respectful, and solution‑driven customer communication.
05Ensure stable day‑to‑day operations of the acquiring customer support function, including workload planning, prioritization, and resource allocation.
06Monitor service levels, response times, and case quality, taking corrective action where required.
07Take ownership of complex escalations and complaints, supporting agents and engaging directly with customers when necessary.
08Ensure end‑to‑end case ownership and consistent customer communication, even across multiple internal interfaces.
09Support Operations team in crisis management during major incidents.
10Ensure adherence to defined processes, regulatory requirements, and internal controls within the acquiring environment.
11Drive continuous improvement of support processes, documentation quality, and knowledge management.
12Review and analyze recurring issues, complaints, or root causes, and initiate sustainable improvements.
13Ensure accurate and complete documentation in CRM and ticketing systems.
14Act as the primary escalation and coordination point for Sales, Key Account Management, Operations, Risk, and external partners.
15Collaborate closely with specialist teams (e.g. Switzerland, Germany, Denmark, Croatia) to ensure smooth case resolution and clear ownership.
16Provide transparency to internal stakeholders through regular updates, reporting, and structured communication.
17Track and analyze key KPIs (e.g. tNPS, NPS, case volumes, resolution times, complaint trends, customer feedback).
18Translate insights into concrete action plans for service, quality, and team performance improvements.
19Actively contribute to projects, system enhancements, or process changes impacting customer support.
