About 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
Join our Merchant Services division as Manager Technical Customer Consultancy, leading a specialized team of 6 technical experts focused on Worldline’s payment and acquiring solutions. You’ll be at the heart of our Zürich-based technical excellence center, supporting enterprise regions across Europe on solution integration and services whilst driving the growth of our team. This role combines hands-on technical leadership with strategic customer lifecycle management in our core payment solutions.
Day-to-Day Responsibilities
* Lead, mentor, and develop a team of Technical Customer Consultants whilst fostering a collaborative, high-performance culture focused on technical excellence and customer satisfaction
* Provide coaching and career growth opportunities to build expert capabilities within the team
* Oversee customer lifecycle support from pre-sales to operations, including onboarding, configuration, troubleshooting, and incident resolution to drive solution readiness for customer integrations
* Coordinate assessments, specifications, and deliverables for customers and internal teams
* Serve as primary technical escalation point for complex customer issues, delivering strategic solutions and conducting root-cause analyses to minimise service disruption
* Support implementations and contribute to solution design, scope definition, and risk mitigation for complex integrations
* Drive continuous improvements to onboarding, integration, and support processes whilst identifying automation and efficiency opportunities
* Liaise with Sales, Product teams, CTO, and external partners to ensure successful solution delivery
* Support and drive onboarding, configuration, and deployment activities with cross-functional teams
* Deliver training and knowledge transfer on platform features and payment products to customers and internal teams
* Monitor key service metrics, report on performance and areas for improvement, and establish governance frameworks with product groups and API developers
Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
* Education & Experience: Bachelor’s or Master’s degree in a related field (or equivalent), with 5+ years in technical customer support, professional services, or enterprise support, and 3+ years in a leadership role
* Technical Leadership: Proven track record delivering complex, multi-stakeholder technical projects and integrations, with strong technical foundation including IT network knowledge
* Leadership & Management Skills: Strong leadership, organisational, and change-management abilities with demonstrated success in developing and mentoring technical teams using a hands-on approach
* Communication & Stakeholder Management: Excellent communication and stakeholder management skills with experience building governance frameworks and effectively communicating technical timelines to non-technical audiences
* Technical Tools: Proficiency with tools such as Salesforce, Jira, SAP, or similar platforms, with process optimisation mindset and ability to drive continuous improvements
* Additional Qualifications: Relevant certifications (e.g., PMP, ITIL) are a plus
* Nice To Have - Payment Industry Expertise: Knowledge of payment ecosystems (EP2, TapOnMobile, Saferpay, Acquiring) or equivalent, terminal manufacturers, integrators, or POS system provider
Perks & Benefits
* Financial support of the public transport ticket
* Mobile working within Switzerland and flexible working time models
* Use of our own staff restaurant
* Comprehensive continuing education programs
* Additional offers for families
* Possible participation in the Innovation Festival @ Worldline
* Employee Share Program: We win together as a team, and our long-term incentive plans are crafted to give every Worldline a financial stake in the business they are helping to grow
* Sustainable, international corporate culture
Equal Opportunity
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, 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.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Engineering and Information Technology
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