About us

A specialist in identity, secure transactions, and digital services, IN Groupe is the global leader in secure identity and trust services. Every day, our 4,000 employees across 40 countries work to ensure that everyone has access to a reliable and secure identity, both in the physical and digital worlds. With our solutions and our international network of 10 R&D centers, we support governments and businesses in more than 130 countries.

Joining IN Groupe means helping to shape the future of the identity and secure transaction market. Become part of our international teams — driven by innovation and proud to design solutions that make life easier and protect personal data for millions of people around the world.

Key Responsibilities

• Make sound technical decisions to resolve customer-reported issues and escalations.

• Define and refine delivery & support processes to ensure a consistent, high-quality customer experience.

• Lead SLA governance for assigned contracts; create action plans and drive resolution of escalated cases.

• Build, execute, and maintain the support strategy to keep contracts running reliably.

• Measure customer experience against company KPIs and implement improvements.

• Optimize efficiency and profitability; reduce costs without impacting service quality.

What We are Looking For

• English: Upper-Intermediate (B2+)

• Solid understanding of IT systems (workflows, databases, networking/communications).

• Proven experience with incident resolution and SLA compliance.

• Help desk / support operations leadership.

• Experience managing software delivery or maintenance projects.

• Excellent customer service, interpersonal, and leadership skills.

• Nice to have: PMP certification.

What You will Get

• Christmas bonus, vacation bonus, food & transportation bonuses.

• Prepaid medicine and life insurance.

• Udemy membership and growth opportunities.

• Hybrid work model (Bogotá).

• And more!