Verifone is a global leader in payment and commerce solutions. We design and build leading payment technology solutions that power commerce globally. With a strong presence in over 150 countries, we are trusted by the world’s best-known brands, retailers, and financial institutions.
What's exciting about the role
We are looking for an experienced and people-centric Customer Service Manager to lead our Sweden-based support operations, comprising of approximately 30 team members across technical (L1/L2) and non-technical support. This role is critical in ensuring our customers receive excellent, timely, and effective support, and plays a key role in optimizing and scaling our Technical Support Call Center operations. You will be responsible for the day-to-day leadership, coaching, and operational excellence of the Sweden Customer Service team, with a focus on customer satisfaction, efficiency, and continuous improvement.
Key Responsibilities:
Lead and manage a team comprising of approximately 30 team members across technical (L1/L2) and non-technical support
Develop and execute strategies to optimize performance and improve customer satisfaction. • Monitor team metrics (SLAs, response time, resolution time, CSAT, etc.) and drive accountability and performance.
Collaborate with cross-functional teams (Product, Engineering, Sales, and Operations) to improve service delivery and resolve complex issues.
Establish scalable support practices and processes, ensuring alignment with EMEA and global standards.
Manage staffing plans, training, development, and career progression of team members.
Drive continuous improvement initiatives using customer feedback and performance data.
Ensure compliance with Verifone’s policies, procedures, and quality standards.
Skills and Experience we desire
5+ years proven experience in managing customer service or technical support teams, ideally in a fast-paced, high-growth environment.
Fluent in Swedish and English (both written and spoken).
Experience leading a blended support team (technical + non-technical) is a strong advantage.
Demonstrated success in scaling support functions and optimizing call center operations.
Strong leadership and coaching skills, with a focus on team development and motivation.
Excellent communication and interpersonal skills.
Familiarity with CRM systems, ticketing platforms (e.g., Salesforce, Zendesk), and performance dashboards.
Background in payments or technology industries is a plus.
Our commitment
We offer a position in an exciting international company in a very dynamic industry where the pace is high. We are good colleagues who respect each other. There is an informal tone here, where both professionalism, collegial sparring and well-being are highly valued. We strive to offer equal opportunities for everyone, regardless of who you are and what background you come from.
Customer Service Manager