Customer Service Engineer Manager (Francophone)

About the role

The Customer Service Engineer (CSE) Manager – Francophone will act as the primary point of contact for our French‑speaking banking clients, ensuring their issues are resolved efficiently and their requests fulfilled. You will coordinate with internal teams, track incidents, and maintain high service standards across the region.

Key responsibilities

• Serve as the first point of contact for all French‑speaking banks.
• Log, track, and follow up on client‑raised items until closure.
• Communicate client expectations internally and keep stakeholders updated on status.
• Ensure issues are resolved within agreed TATs and maintain minimal aging of tickets.
• Support the team on high‑priority incidents with potential financial or reputational impact.
• Escalate unresolved items promptly to the CSE team lead.
• Share client feedback with relevant units and drive corrective actions.
• Conduct daily, weekly, and monthly reviews of open issues and operational requirements.
• Coordinate with project managers and delivery teams to align on client needs.

Required profile

• Proven experience in customer support or service management, preferably in the financial services sector.
• Strong communication skills in French and English.
• Ability to manage client expectations and work collaboratively with cross‑functional teams.
• Detail‑oriented with a focus on meeting service level agreements.
• Energetic, accessible, and passionate about delivering excellent client support.

Required skills

What we offer

• Opportunity to work with a leading FinTech company operating in over 50 countries.
• Collaborative culture that values innovation, agility, and professional growth.
• Exposure to a diverse portfolio of payment, data, lending, and insurance solutions.