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

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview
The Ethoca Customer Experience & Engagement team is looking for a Manager, Customer Technical Services. This role is being created as part of our strategy to provide more dedicated 2nd line technical support to our existing customers. In this role, you will provide advanced technical assistance, troubleshoot issues and act as an escalation point for the 1st line support team. service. You will also manage a small team overseeing their daily operational work.

Our ideal candidate is someone proactive, comfortable dealing with customer inquiries and who can work with multiple internal teams to push for operational improvements. This person constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the skills we’re looking for, please keep reading

Role
Lead a of team of individuals whose goal is to support customers operations daily
Assist in the support of key accounts
Create a positive customer service experience by understanding and meeting customer needs quickly and professionally
Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands
Review current business and customer processes; identify and recommend solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative way
Develop and maintain expertise on all internal systems, support and onboarding processes

All About You
The ideal candidate for this position should:

Be a proficient English speaker
Have experience in supporting API/SFTP B2B technology solutions ideally in fintech or SaaS
Enjoy interacting directly with Customers; and learning about their business
Be a natural born team leader. Know how to foster collaboration and excellency among team members
Have the flexibility to support international time zones for our global customer support
Be quick on your feet – we move fast so you should thrive on learning and change
Like creating and improving process that affect a variety of internal and external stakeholders

Assets, but not required:

Experience of having worked with multiple tools and systems e.g. Postman, JIRA, Splunk, Azure, SQL
Prior experience and knowledge in Fraud & Chargebacks or payment solutions

As Mastercard is a global company, we sometimes have team members from outside of the location listed on this posting that are reviewing submitted applications. Please attach a copy of your resume in English to expedite the screening process.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

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.