Customer Service Desk Manager

at  Kappture

COMPANY OVERVIEW

Kappture is an award-winning technology company, dedicated to crafting innovative, robust hospitality solutions for large-scale events, stadiums, education, and a variety of businesses.
Our mission is to help our clients create unforgettable digital experiences for their customers -whether it’s simplifying transactions at a bustling stadium or enhancing engagement at a live event. We live and breathe in a world where mobile-first, seamless interactions are essential, providing technology that ensures every moment - online or offline - is as smooth as it is secure. With our integrated payment solutions and cutting-edge platforms, we ensure that our clients can deliver experiences that delight, inspire, and connect.

EXPERIENCE, QUALIFICATIONS AND SKILLS

• Proven experience leading and developing high-performing Service Desk teams in payments or equivalent industries (e.g., Retail tech, Logistics, SaaS).
• Demonstrated ability to manage and troubleshoot high-volume transaction environments (e.g., reconciliation errors, declined transactions, transaction failures).
• Familiarity with or experience in payment security standards e.g., PCI-DSS or similar security standards in adjacent industries.
• Excellent problem-solving skills, data-driven mindset, and strategic thinking abilities.
• Strong communication and leadership skills, with the ability to motivate and manage a team while building strong cross-departmental relationships.

ABOUT US

KAPPTURE is a market-leading private equity-backed B2B technology company. With our roots firmly in the Stadia and sports market, we enhance fan experiences with our always-on technology solutions. We are also valued partners of leading Contract Catering companies and Higher Education establishments, where we drive efficiency and maximise revenue generation for our customers. We are on a significant growth trajectory and are seeking a Head of Marketing to help us scale

ROLE PURPOSE

The Customer Service Desk Manager will oversee the day-to-day operations of our Service Desk. They will be responsible for leading a team of support analysts, ensuring high-quality customer service, and maintaining efficient and effective IT support processes. The successful candidate will ensure efficient and effective resolution of client issues, continuous improvement of support processes, and maintain high levels of customer satisfaction.

KEY RESPONSIBILITIES

• Operational Leadership: Ensure the Service Desk operates efficiently and securely, aligning with both business goals and compliance with industry standards (e.g., PCI-DSS).
• Team Development: Lead, inspire, and coach the Service Desk team, encouraging high performance in troubleshooting systems, from payments to operational tech.
• Service Excellence: Manage escalations, resolve technical issues (e.g., transaction failures, reconciliation errors), and drive first-class support across multiple customer touchpoints.
• Data-Driven Insights: Use metrics like transaction success rates to identify trends and opportunities for improvement in both payment and operational systems.
• Cross-Functional Collaboration: Work closely with internal teams, including product development and operations, to ensure smooth issue resolution and process optimisation.
• Service Innovation: Continuously identify new ways to enhance the Service Desk’s handling of operational issues, whether through new technologies or improved processes.