Manager, Customer Technical Services

About the role

Mastercard is seeking a Manager to lead Customer Technical Services, ensuring the satisfaction and retention of B2B and B2E customers with product and service agreements. The role focuses on delivering high‑quality support, driving continuous improvement, and acting as the voice of the customer in product development.

Key responsibilities

• Manage day‑to‑day customer support across all technical service programs for Mastercard’s business customers and strategic partners.
• Build and maintain long‑term relationships to ensure customer satisfaction and retention.
• Partner with internal teams to incorporate customer feedback into new product releases and enhancements.
• Guide teams in resolving complex technical issues escalated from the service desk.
• Drive performance against Key Performance Indicators and reduce inefficiencies in service delivery.
• Lead process‑improvement initiatives to optimise resources and service quality.
• Oversee financial planning, forecasting, and budget tracking as needed.
• Manage, coach, and evaluate a team of technical support professionals.

Required profile

• Proven experience leading customer support operations and improving team performance.
• Track record of eliminating inefficiencies and meeting KPI targets.
• Experience launching new products or enhancements with a strong focus on the customer’s voice.
• Fluency in Mandarin is essential.
• Strong leadership, coaching, and performance‑management skills.

Required skills