Team Manager Customer Support

Are you contributing to the future of payments?

As Team Manager Customer Support, you play a key role in transforming the organization into a truly customer-oriented entity. Together with your team, you are responsible for ensuring that all incoming inquiries to the 1st and 2nd line customer support, product experts and partner support, whether from our acquirers, customers, partners or financial institutions are handled and resolved as efficiently and effectively as possible.

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What is your role as Team Manager Customer Support at CCV?

As a Team Manager Customer Support, you are the driving force behind an efficient and proactive team of 1st and 2nd line Support Officers. You take initiative, show ownership, and continuously seek improvements to optimize processes and enhance customer satisfaction.

Process improvement is at the core of your approach. You foster a culture of continuous improvement, encouraging team members to collaborate on smarter and more efficient workflows. While deep technical expertise is not required, your curiosity and motivation to understand and optimize processes make you successful in this role.

As an inspiring leader, you coach and motivate your employees to create a strong team dynamic. You encourage teamwork, ownership, and proactive thinking while ensuring key performance indicators (KPIs) are met. You oversee the efficient handling of customer inquiries from various channels—phone, email, chat, and social media—covering technical issues, administration, and general information.

Additionally, you are responsible for monitoring the installed base and overseeing the rollout and maintenance of software versions. Your role is pivotal in transforming the organization into a truly customer-oriented business while managing both internal and external stakeholders.

This position also includes occasional (international) travel to other locations. In your day-to-day work, you ensure proper risk management within your processes and foster a risk-aware culture, ensuring employees understand their role in protecting CCV from unwanted risk exposure.

Tasks and responsibilities:

• Creating and applying an efficient communication strategy to pursue a smooth and supported policy execution.
• Collaboration with the different customer support ad sales team managers and the team manager operational support to identify and achieve improvements. You oversee the product quality items on prioritization and follow up on implementation. 
• Product monitoring and if needed alignment with product management and development in case of bugs, under performance and complex issues in the payment solutions.
• Provide input for implementations and guidance during implementation and support the implementation in the operational service teams.
• Review prosesses and make adjustments where necessary.
• Directly involved in the development of the annual plan and responsible for creating the annual plan for your own team.
• Support on proactive communication to customers, together with Marketing to anticipate on issues and guard customer satisfaction.

Your new work environment

At CCV, we are continually working on innovative payment solutions. There’s a good chance you’ll interact with us every day when making a payment! Our clients range from small entrepreneurs to large business, and every day we proudly facilitate millions of transactions. To achieve this, we collaborate, maintain reliability, and embrace the latest developments. This is reflected in your new work environment: we are ambitious, forward-looking, open, and collegial.