Territory Manager

Are you a results-focused, experienced manager with a proven track record of leading large, high-performing teams?

Do you thrive in fast-paced environments where customer experience and operational excellence go hand in hand? If so, this could be the opportunity you’ve been looking for.

We’re looking for a Territory Manager – Service to lead our frontline Service Team Leaders and their teams, ensuring exceptional customer support while delivering against key departmental goals.

You’ll drive efficiency, embed best practices, and be a passionate advocate for our customers—ensuring they get the service and support they need to grow their businesses with confidence.

About the company.

We are a market-leading fintech company that supports over 90,000 businesses globally and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our customer service department to support a growing customer base. With an inclusive culture, Epos Now supports every employee with a personalised progression plan to identify a clear and achievable career path for success.

Role Purpose

As our Territory Manager – Service, you’ll take full accountability for the day-to-day performance of our customer support function. From coaching leaders and improving productivity to owning customer complaints and using data to drive change, your focus will be on enabling teams to deliver an outstanding customer experience.

You’ll champion the use of technology to eliminate manual tasks.

Key Responsibilities

• Lead and develop Service Team Leaders, ensuring the delivery of SLAs, KPIs, and excellent customer outcomes


• Effectively plan and allocate resources to meet service demand across all channels


• Identify and eliminate inefficiencies, including repeat contacts and manual processes


• Leverage technology to improve speed, accuracy, and customer experience


• Implement regular call monitoring, coaching, and performance plans for underperformers


• Own the resolution of escalated complaints, ensuring full documentation and root-cause action


• Maintain an 80% support attachment rate across our solution customers


• Improve and protect NPS, CSAT, and our online reputation through insight-led service improvements


• Understand why customers leave and implement strategies to increase retention


• Collaborate with Product, Tech, and US counterparts to align service strategies and tools


• Represent service performance at senior leadership and executive meetings


• Promote and embed consistent, high-quality use of Salesforce across all teams

Experience and Qualifications

✅ Essential

• Proven experience managing large, customer-facing teams


• Demonstrated success in achieving service KPIs and driving team performance


• Strong leadership and coaching capability


• Experience resolving complex customer complaints


• Skilled in analysing service data to identify trends and improvements


• Proficient in CRM systems (Salesforce preferred)


• Effective communicator with strong stakeholder management skills

⭐ Desired

• Background in tech, SaaS, or fast-growth environments


• Experience with contact centre or service operations software


• Knowledge of automation, workflow design, or process improvement


• Manager or Coaching Qualifications

Benefits

• Employee Assistance Programme


• Birthday Day Off


• Long Service Awards


• Half Year Awards


• Kudos nominations

Why Join Us?

At Epos Now, we’re on a mission to help small businesses run smarter. From point-of-sale and payments to powerful back-office tools, our technology supports thousands of businesses globally. Join us and help shape the future of service—driving impact for our customers and leading a high-performing, customer-obsessed team.