Manager, Customer Technical Services

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Manager, Customer Technical Services

Overview

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues

Roles

• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
• Addresses and resolves to complex customer issues escalated by customer service team
• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members

All About You

• Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of the Customer as a priority
• Proficiency in Mandarin is essential

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.