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- Tasks: Lead customer support operations across multiple countries, ensuring excellence and efficiency.
- 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 and operational 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.
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.
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.
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 London employer: Verifone
Contact Detail:
Verifone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Customer Support in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Verifone or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews 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. Tailor your answers to reflect our commitment to customer happiness and operational excellence.
✨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 responses 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 noticed. Plus, it shows us you’re genuinely interested in joining the Verifone family.
We think you need these skills to ace Senior Manager, Customer Support in London
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 roles and any relevant achievements in customer support to show us you're the right fit for the Senior Manager position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer support and how your experience aligns with our mission at Verifone. Share specific examples of how you've driven results in previous roles to grab our attention!
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you motivate teams and drive performance, especially in multi-country environments. Share stories that demonstrate your ability to lead diverse teams effectively.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be reviewed by our team promptly, and you'll be one step closer to joining us at Verifone. Don't miss out on this opportunity!
How to prepare for a job interview at Verifone
✨Know Your Numbers
As a Senior Manager, Customer Support, you'll need to demonstrate your understanding of key performance metrics. Brush up on SLAs, CSAT scores, and response times relevant to customer support. Be ready to discuss how you've used these metrics to drive improvements in past roles.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about examples that highlight your ability to manage large teams across different countries. Prepare to share specific instances where you’ve successfully led a diverse team and fostered a culture of excellence and innovation.
✨Align with Their Vision
Verifone is all about customer happiness and operational excellence. Familiarise yourself with their mission and values, and be prepared to discuss how your vision for customer support aligns with theirs. This shows that you're not just looking for a job, but are genuinely interested in contributing to their success.
✨Prepare for Cross-Functional Collaboration
Given the collaborative nature of this role, think about your experiences working with other departments like Product and Engineering. Be ready to discuss how you’ve resolved escalated issues through teamwork and what strategies you’ve implemented to improve service delivery across functions.
