ABOUT THE ROLE & TEAMWe are seeking a Helpdesk Manager to oversee the daily operations, performance, and transformation of our regional helpdesk function. This role is a critical position responsible for managing a multi-layered support operation delivered through our external partner
The Helpdesk team supports inbound and outbound merchant interactions while enabling key sales and operational processes. Due to the scale and complexity of the function, this role will provide dedicated leadership and oversight to ensure service continuity, operational excellence, and continuous improvement.
This is a high-impact position responsible for driving service quality, managing supplier performance, and ensuring revenue protection by overseeing workflows tied to invoicing, purchase orders, warranty programs, and merchant support activities. The role also plays a key part in transforming the Helpdesk into a more efficient, value-generating function that can directly support sales growth and customer satisfaction.
WHAT YOU'LL DOHelpdesk Operations & Delivery- Oversee the end-to-end Helpdesk operations for the Americas region, ensuring consistent and effective daily performance.
- Manage a team of 12 agents (via supplier) handling inbound/outbound merchant calls and operational support tasks.
- Ensure timely handling of critical activities such as invoice processing, purchase orders, hardware requests, and warranty-related projects to prevent revenue loss.
- Supervise Salesforce case management, with responsibility for approximately 4,500 activities per month.
- Establish structure and clarity across multiple layers of Helpdesk processes and workflows.
Supplier Management & Service Improvement- Act as the primary point of contact for the Helpdesk supplier, managing performance, delivery, and resourcing.
- Drive and oversee a structured service improvement plan to enhance operational effectiveness and service quality.
- Identify gaps and opportunities to transform the Helpdesk into a higher-performing, customer-centric function.
- Monitor and enforce SLAs, KPIs, and service standards to ensure accountability and continuous improvement.
Governance & Stakeholder Engagement- Lead governance cadence including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational audits.
- Serve as the named lead for all Helpdesk-related customer and internal escalations.
- Partner closely with Sales, Operations, and other internal stakeholders to align Helpdesk output with business priorities.
- Ensure the Helpdesk function effectively supports revenue-generating activities and sales enablement.
Financial Ownership & Compliance- Own financial management of the Helpdesk function, including processing and tracking all supplier-related purchase orders.
- Ensure adherence to financial timelines and processes to avoid delays in PO approvals and deliveries.
- Maintain budget oversight and ensure alignment with financial targets and operational needs.
ABOUT YOUR SKILLS- Proven experience in Helpdesk, Customer Support, or Service Operations management
- Demonstrated success managing third-party suppliers or outsourced service providers
- Strong operational leadership skills with the ability to manage complex, multi-layered support environments
- Experience overseeing high-volume case management systems (e.g., Salesforce)
- Financial acumen with experience managing purchase orders, budgets, and vendor-related costs
- Ability to drive service improvement initiatives and operational transformation
- Strong stakeholder management and communication skills across cross-functional teams
- Experience working in fast-paced, high-volume environments with competing priorities
- Background in payments, fintech, or technology services is a plus
#LI-RBC
