Senior Manager, Customer Support
Ashford, England, United Kingdom; London, England, United KingdomFull-TimeManagerSupport / Customer Success
Why Verifone
- For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.
- Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.
Key Responsibilities
- Lead and manage customer support operations across the United Kingdom & France, ensuring consistent standards and service excellence.
- Develop and implement regional strategies to enhance operational efficiency, customer satisfaction, and scalability.
- Oversee cost management, workforce planning, and resource optimization across multiple sites.
- Align country-level teams with global and EMEA customer support strategies, ensuring consistency in process, performance, and customer experience.
- Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve escalated issues and drive continuous service improvement.
- Monitor and analyse performance metrics (SLAs, CSAT, response and resolution times) across all regions, identifying trends and improvement opportunities.
- Foster leadership development within local management teams, ensuring strong succession planning and career growth pathways.
- Champion digital transformation and automation initiatives that improve support efficiency and scalability.
- Represent the regional voice of the customer in strategic business discussions and improvement programs.
- Ensure compliance with company policies, data protection standards, and regional regulatory requirements.
Skills and Experience We Desire
- 10+ years of customer service or call centre leadership experience, with at least 5 years at a senior or multi-country management level
- Proven success managing large, distributed teams across multiple countries and languages.
- Demonstrated experience in strategic planning, cost optimization, and operational excellence within customer support environments.
- Strong leadership, coaching, and influencing skills with a focus on driving results through people.
- Excellent cross-cultural communication and stakeholder management abilities.
- Experience working with CRM and ticketing platforms (e.g., Salesforce, Zendesk) and performance analytics tools.
- Fluent in English, additional European languages are advantageous.
- Experience in the Finance, Fintech, or Payments industry is a strong plus.
Our Commitment
- Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
