Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Position Summary:

We are seeking a motivated and experienced Bilingual Team Leader to coach, develop, and support a team of 10–15 frontline Technical Support Representatives. This role is pivotal in ensuring high performance, strong team engagement, and exceptional customer service delivery in both English and Hindi.

The ideal candidate is a natural coach with a passion for leadership, fluent in both required languages, and experienced in technical support environments.

Essential Duties and Responsibilities:

• Coach & Develop: Provide regular 1:1 coaching, feedback, and performance reviews to ensure team members meet and exceed individual KPIs and quality standards.
• Monitor Performance: Use key metrics to track and analyze individual and team performance; proactively address gaps through training and development plans.
• Support Daily Operations: Act as a point of escalation for complex customer issues, ensuring timely and effective resolution.
• Foster Engagement: Create a positive and inclusive team culture that promotes collaboration, motivation, and accountability.
• Conduct Training: Deliver and reinforce training on products, troubleshooting procedures, and customer service best practices.
• Communication: Ensure team members are informed and aligned with business goals, process changes, and customer needs.
• Continuous Improvement: Identify and implement process improvements based on frontline feedback and data analysis.
• Bilingual Support: Communicate fluently and professionally in both English and Hindi with team members and customers as needed.

Qualifications:

• Language Proficiency: Fluent in English and Hindi, both verbal and written.
• Experience: 2+ years in a leadership role within a technical support or customer service environment.
• Coaching Skills: Proven ability to coach, motivate, and develop high-performing teams.
• Technical Aptitude: Strong understanding of technical support processes, tools, and troubleshooting.
• Communication: Excellent interpersonal, verbal, and written communication skills.
• Adaptability: Able to manage priorities and adapt to changing business needs in a fast-paced environment.
• Tools Proficiency: Familiarity with CRM systems, call center tools, and performance reporting platforms.

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.