Customer Service Team Lead, Denmark

As Customer Service Team Lead for Denmark, you'll lead a dynamic team supporting Verifone's most important customers in a key Nordic market. You'll own the strategy, performance, and development of your team while directly shaping customer satisfaction and retention. This is an opportunity to drive operational excellence, mentor emerging leaders, and contribute to Verifone's ambitious growth in the Nordics. You'll work cross-functionally with Sales, Operations, and Senior Leadership to solve complex customer challenges and position Denmark CS as a best-in-class operation.

Responsibilities

Lead, coach, and develop a customer service team to achieve SLA, quality, and CSAT targets; Manage team scheduling, workforce planning, and performance metrics (AHT, contact ratio, first-contact resolution); Own operational budgeting, headcount planning, and resource allocation for Denmark CS; Drive continuous improvement initiatives and identify automation opportunities to improve efficiency; Partner with Sales, Product, and Partner Management on escalations and strategic customer issues; Conduct team training, quality assurance reviews, and one-on-one coaching; Report on team KPIs and business metrics to Senior Leadership; recommend strategic changes based on data; Support cross-Nordic initiatives while maintaining Denmark-specific operational excellence

Requirements

5+ years of customer service, technical support, or operations leadership experience; Proven track record leading and developing high-performing teams; Strong financial acumen and ability to manage budgets and forecast headcount needs; Data-driven mindset with experience using analytics tools to drive decisions; Fluent in Danish and English; Excellent communication and stakeholder management across multiple levels; Demonstrated ability to balance operational efficiency with customer satisfaction

Nice to have

Teams of 10+ people; Swedish; Familiarity with payment industry or complex B2B customer environments