This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

We are currently looking for a leader heading up our cross Nordic 1st line support organization. Our Customer support function is responsible for answering all customer questions regardless of customer size and consist of teams based in Sweden, Finland, Denmark and Barcelona/Spain.

In the role as Head of 1st line support you will be reporting directly to Head of Customer Services Nordics and you will also have a key role in the customer services management team. The main challenge is to keep focus on our current business, provide customers with excellent service and support as well as supporting customer growth and retention. We are continuously improving ways of working to serve our customers with highest quality and in an efficient manner. A large part of your work will be spent in tight co-operation with colleagues in your team, but also with the other support teams and departments within Worldline Nordics. This requires a keen interest in customers and people and an ability to empower the employees.

Day-to-Day Responsibilities​

• Deliver world class support and merchant service
• Provide strategic and operational leadership for our support teams including managing continuous improvements and development of teams and individuals, recruitment, resource and succession planning
• Ensuring operational excellence by establishing and monitoring KPIs
• Develop and implement support strategies aligned with overall business objectives
• Drive the digitization of our service delivery and experience
• Be the main contact person and tightly collaborate with our external service provider
• Foster cross-functional collaboration with teams across our organization

Who Are We Looking For

People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• A university degree or equivalent by experience
• Minimum of 5 years experience in Customer Service, preferably in a FinTech B2B environment 
• Well proven experience from managing a team of direct reports and outsourcing
• Proven experience to work in an intercultural/international environment
• Familiar with Salesforce and customer interaction tools such as Genesys
• Proficient in Excel and other Office tools
• Fluent in spoken and written Swedish and English

We also think you are;

• Incredibly service minded with a great interest and understanding in technology
• Strong relationship builder, excellent communicator
• Strong organizational skills, able to handle multiple priorities and problem solver
• People management focus and talent management experience
• High flexibility and willingness to travel if/when needed
• Creative and process-driven – you're constantly looking for continual improvements and for ways to make things work more efficiently

Perks & Benefits

At Worldline, you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Work with inspiring colleagues and lead a team of high performing and ambitious colleagues across Nordics.
• Be empowered to learn, grow and accelerate your career.
• You will be part of our Nordic team within the SMB Customer Service unit and will report to the Head of Customer Service Nordics.
• We are committed to continuous improvement. We are always looking for new and innovative ways to improve our efficiency and quality, build excellent solutions, and grow customer happiness. You will experience this in your everyday life as a Worldliner.
• Health contribution
• Health check – Every 2:nd year
• Private Health Care Insurance (EuroAccident)
• Parental pay and 12 months pension during parental leave
• Opportunity to hybrid working according to company standard
• Benefit portal with many great offers, plus more.

Shape the evolution

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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