Senior Support Analyst, Customer Operations

le. 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 Senior Analyst, Customer Operations to help drive our operational excellence and customer experience strategy forward. This customer-facing position plays a key role in supporting customer operations, contributing to process improvements, and driving initiatives that ensure Ethoca's services are delivered according to our best-in-class standards.

Our ideal candidate is a problem-solver who takes initiative, feels comfortable making decisions, and contributes actively to cross-functional projects. You'll be a bridge between customers and internal teams, with opportunities to lead initiatives that improve both customer outcomes and operational performance.

Role

Support live customers with account updates, escalations, and operational inquiries

Own and drive customer-facing and internal operational projects

Participate in process reviews and propose improvements

Act as a conduit between internal and external stakeholders, managing expectations and resolving competing priorities

Develop expertise on internal tools, support processes, and onboarding journeys

Act as the subject matter expert for Ethoca's customer-facing tools and services

Facilitate customer-facing refresher training sessions when needed

All About You

Strong English communication skills (written and verbal)

Comfortable interacting directly with customers and understanding their business needs

Capable of independently driving tasks and decisions while balancing cross-team collaboration

Experience supporting API/SFTP B2B technology solutions, ideally in fintech or SaaS environments

Analytical and detail-oriented, with a passion for solving problems and optimizing workflows

Have the flexibility to support international time zones for our global customer support

Strong organizational skills and ability to manage multiple priorities

Nice to Have

Intermediate Spanish proficiency

Experience with automation tools, RPA, or Microsoft Copilot

Familiarity with tools such as Postman, JIRA, Splunk, Azure, SQL

Prior knowledge in Fraud & Chargebacks or payment industry solutions

Encouraging Diverse Applications

At Mastercard, we are committed to building a diverse, inclusive, and equitable workplace. We encourage all candidates, especially women and individuals from underrepresented groups, to apply-even if they don't meet every single requirement listed. Studies show that women are less likely to apply to jobs unless they meet 100% of the criteria. We value potential and a growth mindset just as much as experience.

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.