Mission
The Service Coordinator at Banqup Group is the operational pivot point of the Service Desk. You are responsible for the tactical, short-cycle coordination of day-to-day activities to ensure ticket resolution remains efficient and high-quality. By monitoring performance trends and leading operational service calls, you act as the vital link between daily ticket handling and overall service governance.
Responsibilities
This is what we expect of you:
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Operational coordination: Manage day-to-day cross-team activities to ensure a seamless workflow across different support levels.
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Tactical ticket management: Lead "Service Calls" focused on short-cycle ticket reviews with partners and clients to align on open items.
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Escalation handling: Coordinate the immediate response and internal priority setting for P1 cases, Privacy & Security breaches, and VIP tickets.
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Performance monitoring: Track and report on SLAs, backlog status, and ticket quality, while identifying root-cause trends for problem tickets.
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Knowledge & enablement: Manage the Help Center and Knowledge Base while coordinating partner training and AI-driven support initiatives.
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Process governance: Maintain and manage business process governance to ensure standardized service delivery across the organization.
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Stakeholder liaison: Serve as the bridge between Sales/Onboarding teams and the Service Desk, specifically managing internal escalations via dedicated group chats.
We are looking for candidates who have:
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You have significant experience in IT support or service coordination, with a proven ability to manage high-volume ticket environments and meet operational deadlines.
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You are accountable for the tactical execution of service delivery, with the authority to prioritize tickets based on severity and business impact.
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You are proficient in modern ticketing tools and dashboard, specifically Intercom (RDR dashboards) and Jira, and can translate raw data into actionable trend reports.
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You possess excellent verbal and written communication skills in French and English.
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You have the critical thinking skills to perform root-cause analysis on problem tickets and identify trends to prevent recurring issues.
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You are highly responsive in managing escalation channels and outage notifications, with a mindset focused on continuous improvement and the adoption of new technologies like AI.
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You are a natural coordinator who can manage day-to-day cross-team activities and maintain the Help Center to enhance self-service efficiency.
We offer a market-conformed gross salary that reflects your skills and experience. Furthermore we offer an insurance package (hospitalization, guaranteed income and pension benefits) and a company car including fuel- or charging pass. We provide a net expense allowance, additional vacation days and flexible hours with home based- working possibilities to allow our employees a healthy work- life balance.
Banqup Group is offering more and more services that require a great deal of trust from our customers. As a result, all roles within any of the companies of the Banqup Group are subject to some form of a background check. For most roles, this will involve a simple identity and degree verification. For other roles, we might be required to also verify your criminal record and employment history.Banqup applies a fair and transparent recruitment process. All vacancies are published internally and externally in accordance with our recruitment policy.
