Manager, Customer Technical Services

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.

SessionM by Mastercard is embarking on the next phase of our Global Support team's growth with the goal of becoming an exemplary provider of best-in-class customer support. As a result, we're looking to bring on a Technical Support Team Manager that embodies our commitment to excellence. This role will report to the Director of Customer Experience & Engagement, overseeing a team focused on supporting our NAM customers.

The ideal candidate for this role is an agile, solutions-oriented Support professional who has proven experience and consequent success in managing technical support teams in highly complex and fast-paced environments. This individual should have previous experience proactively managing support processes (building, iterating, refining), nurturing a team-wide commitment to providing an exceptional customer experience and driving towards continual improvement. It will be critical for the right candidate to be well-versed in AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting-capable of supporting their team in continually strengthening these skills.

Role :
• Lead a group of 4-7 Support Engineers in successfully managing frontline ticket queues, navigating escalations, and meeting KPIs by developing their technical knowledge, platform proficiency, and improving their prioritization skills
• Ensure that direct reports have the resources, enablement, and processes necessary to deliver effective technical resolution to our customers
• Support the Director of Customer Experience & Engagement on org initiatives, growing/developing the team, improving KPIs, achieving continual improvement, and building a best-in-class Support department
• Efficiently identify and neutralize break/fix issues in tickets before they become escalations whenever possible, mentoring the team to do the same
• Oversee support case management to ensure the timely resolution or escalation of cases, consistently handled in alignment with our quality standards and processes
• Work closely with cross-functional partners (Engineering, TAMs, Success, Product) to ensure process alignment and collaboration in advocating for customer needs
• Facilitate the recruiting, onboarding, and continued development of new Support Engineers

Key Skills::ALL ABOUT YOU
• 3+ years growing and managing a technical support team delivering omnichannel support in a fast-paced, highly complex B2B/SaaS environment-previous experience in frontline Support prior to developing into a manager is essential (Loyalty experience is a plus)
• Experience in all aspects of recruiting/hiring with previous experience building a Support team from the ground up
• Strong customer-facing Support background with complex, hands-on troubleshooting-experience with AWS, APIs, reading/analyzing logs, and reporting will be required
• High EQ, demonstrated through customer, team, and cross-functional interactions
• Excellent prioritization, project management, and critical thinking skills
• Demonstrates high attention to detail coupled with the ability to troubleshoot and form a clear plan of action
• Excellent verbal and written communication skills with a consistent ability to communicate complex topics to mixed audiences.
• Collaborative by nature. Values forming and facilitating connections both within the immediate team and cross-functionally.
• Exhibits an ownership mentality and growth mindset
• Data-driven and familiar with trend identification
• Experience building and maintaining internal knowledge base documentation and resources
• Comfortable participating in compensated on-call weekend rotations for critical incident coverage
• Experience with some or all of the following (or comparable alternatives);
oSignalfx/Datadog
oAthena
oCloudwatch, S3, RDS
oDynamoDB, SQL
oJenkins/Gitlab
oPostman
oCyberduck/Filezilla
oJira
oSalesforce Service Cloud or Zendesk
oTeams/Slack

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.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.