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- Tasks: Lead customer support operations across the UK, France, and Turkey, ensuring excellence in service delivery.
- Company: Join Verifone, a leader in electronic payment technology with a dynamic work culture.
- Benefits: Competitive salary, diverse environment, and opportunities for personal and professional growth.
- Why this job: Make a real impact in the payments industry while driving innovation and customer satisfaction.
- Qualifications: 10+ years in customer service leadership, with strong strategic planning and team management skills.
- Other info: Be part of a diverse team committed to excellence and customer happiness.
The predicted salary is between 43200 - 72000 £ per year.
For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solutions around the world. We strive for excellence in our products and services, and are obsessed with customer happiness.
About The Role
We are seeking an experienced, strategic, and people-focused Senior Manager, Customer Support to lead our multi-country support operations across the United Kingdom and France. This senior leadership role oversees multiple national customer support teams, ensuring alignment, efficiency, and excellence in service delivery across diverse markets.
You will be responsible for driving operational strategy, managing cost and performance, and developing a unified customer support vision that enhances satisfaction and operational effectiveness across the region. This role requires a strong leader with a proven ability to manage large, complex support organizations and deliver measurable impact through innovation and strategic execution.
Key Responsibilities
- Lead and manage customer support operations across the United Kingdom, France, and Turkey, ensuring consistent standards and service excellence.
- Develop and implement regional strategies to enhance operational efficiency, customer satisfaction, and scalability.
- Oversee cost management, workforce planning, and resource optimization across multiple sites.
- Align country-level teams with global and EMEA customer support strategies, ensuring consistency in process, performance, and customer experience.
- Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve escalated issues and drive continuous service improvement.
- Monitor and analyse performance metrics (SLAs, CSAT, response and resolution times) across all regions, identifying trends and improvement opportunities.
- Foster leadership development within local management teams, ensuring strong succession planning and career growth pathways.
- Champion digital transformation and automation initiatives that improve support efficiency and scalability.
- Represent the regional voice of the customer in strategic business discussions and improvement programs.
- Ensure compliance with company policies, data protection standards, and regional regulatory requirements.
Skills and Experience We Desire
- 10+ years of customer service or call centre leadership experience, with at least 5 years at a senior or multi-country management level.
- Proven success managing large, distributed teams across multiple countries and languages.
- Demonstrated experience in strategic planning, cost optimization, and operational excellence within customer support environments.
- Strong leadership, coaching, and influencing skills with a focus on driving results through people.
- Excellent cross-cultural communication and stakeholder management abilities.
- Experience working with CRM and ticketing platforms (e.g., Salesforce, Zendesk) and performance analytics tools.
- Fluent in English, additional European languages are advantageous.
- Experience in the Finance, Fintech, or Payments industry is a strong plus.
Our Commitment
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Senior Manager - Customer Support in Ashford employer: Verifone
Contact Detail:
Verifone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Customer Support in Ashford
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Verifone on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching Verifone's recent projects and innovations. Show us that you're not just interested in the role but also passionate about what we do in the electronic payment industry.
✨Tip Number 3
Practice your leadership stories! We want to hear about your experiences managing teams and driving results. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the Verifone team.
We think you need these skills to ace Senior Manager - Customer Support in Ashford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant achievements in customer support to show us you're the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer support and how your background aligns with our mission at Verifone. Share specific examples of how you've driven results in previous roles.
Showcase Your Strategic Thinking: In your application, emphasise your experience with strategic planning and operational excellence. We want to see how you've successfully managed large teams and improved customer satisfaction in past positions.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and you'll have the chance to explore more about our company culture and values.
How to prepare for a job interview at Verifone
✨Know Your Customer Support Metrics
Before the interview, brush up on key performance metrics relevant to customer support, such as SLAs and CSAT scores. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach, especially in managing diverse teams across different countries. Share specific examples of how you've fostered team development and aligned local teams with broader company strategies.
✨Understand the Industry Landscape
Familiarise yourself with the electronic payment technology industry and Verifone's position within it. Being able to discuss current trends and challenges will demonstrate your genuine interest and strategic thinking.
✨Prepare for Cross-Functional Collaboration Questions
Expect questions about how you’ve worked with other departments like Product and Engineering. Have examples ready that illustrate your ability to resolve escalated issues and drive service improvements through collaboration.
