Team Leader POS Systems

About the job

Wallee is one of the most innovative fintech companies in the field of payment transactions and payment processing. We offer you the opportunity to work in a start-up in an international and agile environment. Wallee AG develops software components for payment processing in e-commerce and retail. 

The team leader plays an important role as a link between the technical support staff and the head of customer support. This position combines technical expertise with team leadership and process improvement tasks to ensure effective support operations and an exceptional customer experience.

Leadership:

• Independent and results-oriented management of a team of about seven to eight employees.
• Continuous adjustment of structures and processes to current requirements.
• Leading the team according to KPIs (e.g., SLA).
• Development of methods and best practices for providing excellent service and participation in knowledge sharing.

Product knowledge:

• Development and maintenance of a comprehensive understanding of the respective products, including their features, functions, and technical specifications.
• Constant updating regarding product updates, improvements, and industry trends to effectively support customers and colleagues.

Documentation and collaboration:

• Creation and maintenance of comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles to facilitate self-service support for customers.
• Improvement and adaptation of new training methods such as chatbots or AI.
• Conducting training for internal teams, new employees, or customers to improve their understanding of the product.
• Collaboration with cross-functional teams, such as product development, quality assurance, and sales, to relay customer feedback and suggestions for product improvement.

What you bring:

• Proven experience in technical support or a similar customer-facing position (at least 1 year of experience)
• Leadership qualities and willingness to take on additional responsibility.
• Strong problem-solving and troubleshooting skills.
• Ideally, you already have experience in the POS and cashless payment sector.
• Ability to work independently and in a team.
• Customer-oriented mindset and passion for exceptional service.
• Excellent communication skills in spoken and written English and German.

• A modern and secure working environment in the heart of Winterthur with opportunities for personal development and growth.
• Become part of an agile, young team and sustainably shape our products with your ideas.
• You play a crucial role in shaping products in a dynamic company and work together with leading companies in the financial industry on international projects.
• Flexible structure and work environment
• 4 weeks of remote work per year
• Free coffee, tea, and soft drinks
• Team events and regular social activities