Digital Identity Support Leader

Job Opportunity At Edenred

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

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.

Operational Excellence • Manage day-to-day support operations for Digital Identity services.

• Define and monitor relevant KPIs (e.g., contact rate, NPS, SLA adherence).

• Coordinate incident resolution and root cause analysis.

• Ensure compliance with security, privacy, and regulatory standards.

• Maintain and update documentation and operational procedures.

• Lead service reviews and continuous improvement initiatives.

• Collaborate with vendors and internal stakeholders to ensure service reliability and scalability.

Team Leadership & People Management • Directly manage a team of three Support Engineers, providing clear direction, coaching, and performance feedback.

• Set individual and team objectives aligned with business goals.

• Foster a culture of accountability, collaboration, and technical excellence.

• Identify training needs and support career development plans.

• Conduct regular one-on-one meetings, performance reviews, and team rituals.

• Lead recruitment efforts for support roles and manage onboarding processes.

• Handle administrative aspects of team management, including time tracking, workload balancing, and if necessary, dismissal procedures

Required Skills & Experience • Proven experience in IT operations or support roles.

• User centric behavior and mindset.

• Familiarity with CIAM platforms, notification services, and consent management tools.

• Strong problem-solving and communication skills.

• Ability to work in a multicultural and distributed environment.

• Fluent in English and Spanish.

• Knowledge of network concepts.

• Understanding of security technologies including WAF and digital certificates.

• Familiarity with IT infrastructure and cloud environments.