Customer experience manager Jobs in Uster

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About Nexi
At Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next.

As Customer Service Manager (Acquiring) for Switzerland, you lead and develop the Acquiring Customer Service team (1st & 2nd Level), ensuring consistently high service quality in a demanding, regulated, and customer-critical environment. You are accountable for team performance, operational stability, and customer satisfaction—particularly in situations involving escalations, incidents, complaints, or highly frustrated customers. You act as both a people leader and an operational anchor: coaching your team to remain calm, empathetic, and solution-oriented, while ensuring processes, controls, and service levels are met across all acquiring platforms. You are also a clear contributor in incident and crisis management.

Key Responsibilities

People Leadership & Team Development

• Lead, coach, and develop a team of 1st & 2nd Level Acquiring Customer Support Agents, fostering a culture of professionalism, resilience, and customer focus.
• Provide regular coaching, feedback, and performance management, with particular focus on handling complex cases and emotionally charged customer interactions.
• Support onboarding, training, and continuous skill development (technical, regulatory, and communication skills).
• Act as a role model for calm, respectful, and solution-driven customer communication.

Operational & Service Management

• Ensure stable day-to-day operations of the acquiring customer support function, including workload planning, prioritization, and resource allocation.
• Monitor service levels, response times, and case quality, taking corrective action where required.
• Take ownership of complex escalations and complaints, supporting agents and engaging directly with customers when necessary.
• Ensure end-to-end case ownership and consistent customer communication, even across multiple internal interfaces.
• Support Operations team in crisis management during major incidents

Process, Quality & Compliance

• Ensure adherence to defined processes, regulatory requirements, and internal controls within the acquiring environment.
• Drive continuous improvement of support processes, documentation quality, and knowledge management.
• Review and analyze recurring issues, complaints, or root causes, and initiate sustainable improvements.
• Ensure accurate and complete documentation in CRM and ticketing systems.

Stakeholder & Interface Management

• Act as the primary escalation and coordination point for Sales, Key Account Management, Operations, Risk, and external partners.
• Collaborate closely with specialist teams ( Switzerland, Germany, Denmark, Croatia) to ensure smooth case resolution and clear ownership.
• Provide transparency to internal stakeholders through regular updates, reporting, and structured communication.

Reporting & Continuous Improvement

• Track and analyze key KPIs ( tNPS, NPS, case volumes, resolution times, complaint trends, customer feedback).
• Translate insights into concrete action plans for service, quality, and team performance improvements.
• Actively contribute to projects, system enhancements, or process changes impacting customer support.

Qualifications

Professional Background

• Completed commercial or business education, ideally supplemented by leadership training.
• Several years of experience in customer support or service operations, preferably in acquiring, payments, or a regulated financial environment.
• Proven experience in people leadership.
• Fluency in German and / or French (spoken and written), English mandatory, additional languages are an asset.

Leadership & Personal Skills

• Strong people-centric leadership style, combining empathy with clarity and accountability.
• Highly solution-oriented and pragmatic, with a strong sense of ownership
• Analytical mindset with the ability to translate data into action.
• Excellent communication and conflict-management skills, including de-escalation with demanding customers or stakeholders
• Ability to remain calm, struct j4id10404910tt j4it1042tt j4iy26tt