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.
- 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.