Head of Customer Services Tech & Acq Support - SMB Nordics

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 looking for an experienced manager who will be responsible for our L2 customer support teams for our payment solutions in the Nordics.

In the role as Head of Customer Services Tech and Acquiring support (L2) 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 both customers and internal stakeholders with excellent service and support as well as lead and manage a large team with several areas of responsiblity. A large part of your work will be spent in tight co-operation with collegues in your team but alsoe with collegues and departments in the Nordics and throughout Europe. In addition you will get the opportunity to build deep knowledge in our payment solutions.

Day-to-Day Responsibilities

• Provide strategic and operational leadership for a diverse set of 2nd line support 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
• Lead incident management and manage technical customer escalations including scheduling on-call support and ensure external communications from a customer service perspective
• Foster cross-functional collaboration with teams across our organization
• Manage escalated technical and customer issues requiring intervention
• Represent the customer service organization in different forums
• Plan and develop roadmaps aligned with key initiatives across the organization

Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show whats next people with passion can-do attitude and a hunger to learn and grow. In practice this means:

• Minimum of 5 years leadership experience in Technical Customer Service preferably in a FinTech B2B environment
• Experience in leading multiple teams with diverse responsibilities
• Proven experience to work in an intercultural/international environment
• A university degree or equivalent by experience
• Familiar with Power BI and Salesforce
• Proficient in Excel and other Office tools
• Fluent in spoken and written Swedish and English
• Straight-forward thinking and can-do attitude with the ability to translate business requirements to operational execution
• 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
• Experience working within a regulated industry and the payment industry in specific including payment products ie acquiring payment terminals and e-commerce solutions

Perks & Benefits

At Worldline youll 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 standard
• 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 youll 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 18000 innovators across 40 countries and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

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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