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

In this pivotal role, you'll be at the heart of our customer-centric approach, ensuring seamless alignment between our customer service delivery and sales strategies. You'll build bridges, fostering effective communication between our customer service and sales teams, all while maintaining a keen understanding of market dynamics to drive growth and proximity.

Your ability to understand our products and services inside-out will be crucial as you navigate the intricate landscape of customer needs and preferences. With your strategic mindset and business acumen, you'll provide the big-picture perspective needed to drive impactful outcomes across various projects, from enhancing merchant care to optimizing the customer journey.

We're looking for a passionate collaborator, a self-starter driven by a thirst for innovation and operational excellence. If you're ready to inspire, motivate, and lead as part of a dynamic team, join us in shaping the future of customer service excellence!

Day-to-Day Responsibilities​

• Building bridges - Align customer service delivery units with sales strategies
• Effective communication - Act as the primary bridge between the CS teams and the Sales team
• Full market understanding - Ensure market proximity and market growth by understanding roadmaps (eg. Commercial, CS) and their impacts on customers and our support organisation
• Strong product understanding - Build a strong understanding of services and products, types of customers and their needs
• Business acumen - Apply business acumen in approach, focus and solution orientation
• Big picture perspective - Provide a helicopter view/broader context on various projects impacting e.g. Sales, CS, revenue/churn and profitability
• Collaborative problem-solving – ensure constructive and cooperative conflicts resolution by being a consultant across projects
• Driving value - Connect service and sales strategies and expectations to drive the highest value outcomes for Worldline and customers
• Cross-functional integration - Connect various business areas like Product, Sales, Field services, Supply chain and First line Risk with Project Management to drive the highest value outcomes  
• Innovation enablement - identify gaps and opportunities for improvement and facilitate the adoption of new solutions and technologies
• Service model adoption - Ensure the customer service (CS) operating model supports market demands and in-turn, market comprehends the CS operating model
• Merchant journey optimization - Enhance merchant care and onboarding processes through the competence centers and enhance language and cross-country support
• Continuous improvement - perpetually seeking ways to improve and refine processes, products, or services by ensuring internal focus on joint priorities
• Agility – Adapt quickly and effectively respond to changes and new challenges to changing priorities is key and your ability to thrive in a dynamic work environment

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:

• Extensive experience in customer service within a global organization
• Commercial profile; understanding sales challenges and experience in sales is a plus
• Excellent knowledge of English (written & spoken) plus one of the market specific languages (e.g. FR/NL, CH-DE, depending on the region served)
• Strong understanding of the Order to Cash and Problem to Resolution processes at Worldline
• Strategic thinking and implement service delivery models that align with sales goals/market demands
• Business understanding to balance market requirements alongside service capabilities and value
• Tech savvy; understanding benefits of automation/AI and it’s adoption  
• Ability to zoom-in and zoom-out; hands-on yet strategic and ability to use correct internal translations
• Strong passion for customer centricity
• Continuously improving, both personally and in business to drive service/product enhancements
• Good understanding of local markets and product
• Inspire, motivate, coach and interact with people authentically and in a positive way
• Strong communication and negotiation skills to take up your role in the senior SMB Service board, highlighting possible improvements in other teams
• Obtaining people’s buy-in through well build argumentation and story telling
• Stress resilience, problem solving and prioritizing skills

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:

• Flextime & mobile working within Germany 
• Company pension plan 
• Individual training programs 
• Job bike & diverse range of employee discounts 
• Mobility and food subsidies 
• Good public transport connections and free parking (location-specific) 
• "Wellbeing@Worldline" health program 
• Regular employee events 
• Possible participation in the Innovation Festival @ Worldline 
• Employee Share Program: We win together as a team, and our long-term incentive plans are crafted to give every Worldline a financial stake in the business they are helping to grow  
• Sustainable, international company culture 

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.

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

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