ph3What if your next job lets you simplify payments for millions, every single day? /h3 /brpJoin Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday. /p /brh3About Nexi /h3 /brpAt Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next. /p /brpAs 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. /p /brh3Key Responsibilities /h3 /brh3People Leadership Team Development /h3 /brul /brliLead, coach, and develop a team of 1st 2nd Level Acquiring Customer Support Agents, fostering a culture of professionalism, resilience, and customer focus. /li /brliProvide regular coaching, feedback, and performance management, with particular focus on handling complex cases and emotionally charged customer interactions. /li /brliSupport onboarding, training, and continuous skill development (technical, regulatory, and communication skills). /li /brliAct as a role model for calm, respectful, and solution‑driven customer communication. /li /br /ul /brh3Operational Service Management /h3 /brul /brliEnsure stable day‑to‑day operations of the acquiring customer support function, including workload planning, prioritization, and resource allocation. /li /brliMonitor service levels, response times, and case quality, taking corrective action where required. /li /brliTake ownership of complex escalations and complaints, supporting agents and engaging directly with customers when necessary. /li /brliEnsure end‑to‑end case ownership and consistent customer communication, even across multiple internal interfaces. /li /brliSupport Operations team in crisis management during major incidents /li /br /ul /brh3Process, Quality Compliance /h3 /brul /brliEnsure adherence to defined processes, regulatory requirements, and internal controls within the acquiring environment. /li /brliDrive continuous improvement of support processes, documentation quality, and knowledge management. /li /brliReview and analyze recurring issues, complaints, or root causes, and initiate sustainable improvements. /li /brliEnsure accurate and complete documentation in CRM and ticketing systems. /li /br /ul /brh3Stakeholder Interface Management /h3 /brul /brliAct as the primary escalation and coordination point for Sales, Key Account Management, Operations, Risk, and external partners. /li /brliCollaborate closely with specialist teams (e.g. Switzerland, Germany, Denmark, Croatia) to ensure smooth case resolution and clear ownership. /li /brliProvide transparency to internal stakeholders through regular updates, reporting, and structured communication. /li /br /ul /brh3Reporting Continuous Improvement /h3 /brul /brliTrack and analyze key KPIs (e.g. tNPS, NPS, case volumes, resolution times, complaint trends, customer feedback). /li /brliTranslate insights into concrete action plans for service, quality, and team performance improvements. /li /brliActively contribute to projects, system enhancements, or process changes impacting customer support. /li /br /ul /brh3Qualifications /h3 /brh3Professional Background /h3 /brul /brliCompleted commercial or business education, ideally supplemented by leadership training. /li /brliSeveral years of experience in customer support or service operations, preferably in acquiring, payments, or a regulated financial environment. /li /brliProven experience in people leadership. /li /brliFluency in German and / or French (spoken and written), English mandatory, additional languages are an asset. /li /br /ul /brh3Leadership Personal Skills /h3 /brul /brliStrong people‑centric leadership style, combining empathy with clarity and accountability. /li /brliHighly solution‑oriented and pragmatic, with a strong sense of ownership /li /brliAnalytical mindset with the ability to translate data into action. /li /brliExcellent communication and conflict‑management skills, including de‑escalation with demanding customers or stakeholders /li /brliAbility to remain calm, structured, and decisive under pressure, particularly in escalation or complaint scenarios. /li /br /ul /brh3What’s in it for You /h3 /brul /brliAttractive salary and a competitive benefits package to reward your expertise and contributions /li /brliTech equipment: Get the tools you need to succeed, including the latest technology to support your work /li /brliJoin an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment /li /brliGrow and develop: Gain hands‑on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential /li /br /ul /brh3Life and Culture at Nexi /h3 /brpWorking at Nexi means collaborating across teams, markets, and disciplines to solve complex challenges and deliver meaningful results. You'll be part of an environment where knowledge sharing, continuous improvement, and teamwork are part of everyday life. Discover more about our culture, values, and what it's like to be part of Nexi on our Life at Nexi page. /p /brh3Diversity and Inclusion Commitment /h3 /brpAt Nexi, diversity and inclusion are at the heart of who we are. By embracing differences and fostering respect, we build a culture where every individual has the opportunity to learn, grow, and succeed. /p /brh3Next starts with you, everyday /h3 /brpAt Nexi, our next idea, our next innovation, starts with you. Join us today. /p /p #J-18808-Ljbffr
Customer Service Manager (m/w/d)
