Manager, Customer Technical Services

Mastercard

3.6

(14)

São Paulo, Brazil

Why you should apply for a job to Mastercard:

  • 4.8/5 in supportive management
  • 71% say women are treated fairly and equally to men
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.

    #22331_R-236589

    Position summary

    , 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.

    Why you should apply for a job to Mastercard:

  • 4.8/5 in supportive management
  • 71% say women are treated fairly and equally to men
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.