Customer Service Manager – Acquiring (Switzerland)

About the role

As the Customer Service Manager (Acquiring) for Switzerland you will lead the 1st and 2nd level acquiring customer support team, ensuring high‑quality service in a regulated, customer‑critical environment. You will be accountable for team performance, operational stability and customer satisfaction, handling escalations, incidents and complaints while acting as a key operational anchor.

Key responsibilities

• Lead, coach and develop a team of acquiring support agents, fostering professionalism, resilience and customer focus.
• Plan workload, prioritize tasks and allocate resources to maintain stable day‑to‑day operations.
• Monitor service levels, response times and case quality, taking corrective actions when needed.
• Own complex escalations and complaints, engaging directly with customers and internal stakeholders.
• Ensure compliance with processes, regulatory requirements and internal controls.
• Drive continuous improvement of support processes, documentation and knowledge management.
• Act as primary escalation point for Sales, Key Account Management, Operations, Risk and external partners.

Required profile

• Completed commercial or business education, preferably with leadership training.
• Several years of experience in customer support or service operations, ideally in acquiring, payments or a regulated financial environment.
• Proven people‑leadership experience with strong coaching and performance‑management skills.
• Fluency in German and/or French (spoken and written) and English (mandatory).
• Solution‑oriented mindset, strong analytical abilities and capacity to translate data into action.
• Excellent communication, conflict‑management and de‑escalation skills.

What we offer

• Attractive salary and competitive benefits package.
• Modern tech equipment and tools to support your work.
• Opportunity to work in an international team across Europe.
• Structured training and development through PayTech University.
• Inclusive, collaborative culture that values diversity and continuous improvement.