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Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
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Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
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We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Backline Support Team Lead: Service Operations– Edenred
Swindon - Hybrid
Do you thrive in fast-paced environments and enjoy tackling complex problems? Are you a natural leader with a passion for building high-performing teams?
About Edenred
Edenred is a leading provider of pre-paid corporate payment solutions, connecting businesses with a network of merchants and service providers. They operate in 46 countries and serve over 85 million users.
About the Role
We are seeking a highly skilled and proactive Backline Support Team Lead to oversee our technical support operations, ensuring the resolution of complex customer and internal issues. This role is pivotal in bridging the gap between frontline support, engineering, and product teams to deliver high-quality service and technical expertise. The ideal candidate will be an experienced leader with strong problem-solving abilities, a deep technical background, and a passion for mentoring and process improvement.
Key Responsibilities:
- Lead and mentor a team of Backline Support Engineers, fostering a culture of continuous learning and collaboration.
- Manage team workload, prioritising critical issues and balancing resources effectively
- Conduct regular performance reviews, coaching team members to improve technical and customer service skills
Technical Escalation and Issue Resolution:
- Act as the primary escalation point for complex technical issues, ensuring timely and effective resolution
- Troubleshoot and diagnose intricate application, hardware and network-related problems, collaborating with engineering and product teams
- Develop and maintain deep expertise in company products, services and technologies
Process Improvement and Documentation:
- Continuously refine support processes, automating and optimising workflows to enhance efficiency
- Maintain and improve internal documentation, knowledge bases, and standard operating procedures
- Help identify recurring issues and collaborate with cross-functional teams to implement long-term solutions
Stakeholder Collaboration:
- Work closely with Product, Engineering, and Market Success teams to communicate customer pain points and drive improvements
- Provide detailed reports on team performance, issue trends, and areas for improvement
- Represent the Backline Support team in leadership meetings, advocating for necessary resources and process changes
Required Experience:
- Deep technical support or troubleshooting experience
- Strong expertise in system administration
- Experience working in ticketing systems (Jira, ServiceNow) and monitoring tools
- Proven ability to diagnose and resolve complex technical issues independently
- Strong leadership, communication, and stakeholder management skills
- Ability to work under pressure, manage multiple priorities, and drive critical issues to resolution
Desirable Experience:
- Experience working in payment services industry or enterprise technology environment
- Familiarity with Incident Management frameworks (ITIL)
- Proficiency in scripting or automation (Bash ,SQL ,Java)
Personal attributes
- Client focused
- Eye for detail and led by data
- Selflessness support of others
- Excellent, professional communication skills written and oral
- Comfortable with handling confidential/sensitive data
Why Join Us?
- Play a critical role in ensuing product stability and customer satisfaction
- Opportunities for career advancement
- Collaborative and inclusive work environment that values innovation and expertise
Apply now and Vibe with Us!
Top Skills
What We Do
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting 60 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives (such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2022, thanks to its global technology assets, the Group managed some €38 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good and MSCI Europe.
Our employees vibe with a passion for customer service, respect, imagination, simplicity and the entrepreneurial spirit that are Edenred’s values. For everyone who wants to experience that vibe, who needs it in their professional life, we want to be the best company to come and work and develop each person who takes part in the Edenred adventure
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