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 form our acquirer, 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?

Your key responsibilities include coaching and motivating employees to foster teamwork, encouraging ownership, proactive thinking and achieving KPIs. You ensure efficient handling of incoming inquiries from various channels, including phone, email, chat and social media covering technical issues, administration and general information. You also oversee the monitoring of the install base and the release and maintenance of software versions. Your role is pivotal in transforming the organization into a customer-oriented business while handling internal and external stakeholders. Occasional (international) travel to other locations is included in this position. In your day-to-day work, you are responsible for adequately managing the risks in your processes and enhancing a risk culture in which employees understand their role when it comes to protecting CCV for 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.
• Responsible for complaint management.
• 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.