Manager, Customer Technical Services
O'Fallon, MO
| Employer: | Mastercard |
| Category: | Customer Service |
| Job Type: | Full Time |
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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 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. 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); o Signalfx/Datadog o Athena o Cloudwatch, S3, RDS o DynamoDB, SQL o Jenkins/Gitlab o Postman o Cyberduck/Filezilla o Jira o Salesforce Service Cloud or Zendesk o Teams/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 reasonable_accommodation@mastercard.com 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:
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