Customer Service Manager

Why Verifone

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.