About the job
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:
- Operational coordination: Manage day-to-day cross-team activities to ensure a seamless workflow across different support levels.
- Tactical ticket management: Lead "Service Calls" focused on short-cycle ticket reviews with partners and clients to align on open items.
- Escalation handling: Coordinate the immediate response and internal priority setting for P1 cases, Privacy & Security breaches, and VIP tickets.
- Performance monitoring: Track and report on SLAs, backlog status, and ticket quality, while identifying root-cause trends for problem tickets.
- Knowledge & enablement: Manage the Help Center and Knowledge Base while coordinating partner training and AI-driven support initiatives.
- Process governance: Maintain and manage business process governance to ensure standardized service delivery across the organization.
- Stakeholder liaison: Serve as the bridge between Sales/Onboarding teams and the Service Desk, specifically managing internal escalations via dedicated group chats.
We would be happy to see
We are looking for candidates who have:
- You have significant experience in IT support or service coordination, with a proven ability to manage high-volume ticket environments and meet operational deadlines.
- You are accountable for the tactical execution of service delivery, with the authority to prioritize tickets based on severity and business impact.
- Technical Proficiency: You are proficient in modern ticketing tools and dashboard, specifically Intercom (RDR dashboards) and Jira, and can translate raw data into actionable trend reports.
- You possess excellent verbal and written communication skills in French and English.
- You have the critical thinking skills to perform root-cause analysis on problem tickets and identify trends to prevent recurring issues.
- 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.
- You are a natural coordinator who can manage day-to-day cross-team activities and maintain the Help Center to enhance self-service efficiency.
This is what you win
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), as well as meal vouchers. We provide 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.
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. As an equal opportunity employer, we welcome applications from all backgrounds. Guided by the OECD Responsible Business Conduct and UN Human Rights principles, we are dedicated to ethical practices and making a positive impact through our innovative solutions.
