Service support coördinator

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.

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.

Coordinate the immediate response and internal priority setting for P1 cases, Privacy & Security breaches, and VIP tickets.

Track and report on SLAs, backlog status, and ticket quality, while identifying root-cause trends for problem tickets.

Manage the Help Center and Knowledge Base while coordinating partner training and AI-driven support initiatives.

Maintain and manage business process governance to ensure standardized service delivery across the organization.

Serve as the bridge between Sales/Onboarding teams and the Service Desk, specifically managing internal escalations via dedicated group chats.

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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.

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.

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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.