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

As a Team Lead - Acquiring Tech & Partner Support, you will be responsible for managing, developing, and guiding a technical support team to deliver exceptional customer service and seamless support experiences. They drive continuous improvement in processes, manage technical issues, and collaborate across teams to enhance operational efficiency and customer satisfaction. Join our team in Sweden as a Team Lead - Acquiring Tech & Partner Support!

Day-to-Day Responsibilities​

• Lead, coach, and develop a team of technical specialists.
• Oversee daily operations, resource allocation, and workload management.
• Ensure high customer satisfaction by maintaining excellent service levels and support quality.
• Drive continuous improvement in team processes and knowledge management.
• Collaborate with other support teams and departments to ensure seamless customer experiences.
• Manage team KPIs and contribute to departmental reporting.
• Participate in the recruitment, training, and development of team members.
• Serve as an escalation point for complex technical issues.
• Support the implementation of new tools, processes, and technical requirements.
• You investigate and resolve complex customer inquiries and issues with precision.
• Generate insightful data reports, analyze log files, and troubleshoot technical problems.
• Support our products, systems and solutions.
• Drive continuous improvement in our operations, collaborating across multiple teams to enhance efficiency with customer satisfaction in mind.
• Take full ownership of your initiatives, seeing them through from conception to delivery

Who Are We Looking For

We look for big thinkers. 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:

• Proven experience in a team leader or supervisory role, preferably in a technical support environment
• Professional experience in 2nd line support
• Knowledgeable with databases and proficient in SQL
• Experience with advanced use of Excel
• Understanding of REST API principles and ability to troubleshoot issues in this context
• Experience with support ticketing systems and customer service metrics
• Experience in programming and working with technical products/environments
• Excellent interpersonal and communication skills in English and preferably a Nordic language.
• As an advantage, Experience in the payment industry or regulated businesses
• As an advantage, Understanding of payment processing and acquiring
• As an advantage, Familiarity with Atlassian tools like Confluence and JIRA
• As an advantage, Experience in the use of Business Intelligence tools such as Power BI, Tableau or similar Tools

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:

• Pension plan 
• Health contribution  
• Health check – Every 2nd year  
• Private Health Care Insurance (EuroAccident)  
• Parental pay and 12 months' pension during parental leave  
• Opportunity to hybrid working according to company standards  
• Benefit portal with many great offers

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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