Customer Support Manager

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

Customer Support Manager

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.

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

Overview
The Customer Delivery & Engagement team is looking for a Customer Support Manager within our Subscription Management product line to set up, train, and run a team that is responsible for handling subscription cancellation requests from customers via calls, chats, and emails. This role will be accountable for ensuring adherence to SLAs, building the team from the ground up, coaching, reporting, and driving operational success.

About the Role:
- Build, train, and mentor a high-performing customer experience team
- Ensure adherence to defined SLAs like response time, success rate, and quality standards
- Regularly review and analyze performance reports to drive improvements
- Collaborate with stakeholders to communicate wins, blockers, and any support needed
- Utilize existing training documents and create new materials to enhance team knowledge and effectiveness
- Conduct regular coaching sessions and ensure the team is well-equipped to handle complex requests
- As an individual contributor, you will also manage end-to-end subscription cancellations across multiple channels (calls, chats, and emails)

All About You:
- Comfortable working full-time in English
- 5 to 8 years of experience in Customer Support, Client Servicing, or similar roles
- Be available to work from the Lisbon Mastercard office 5 days per week.
- Experience in hiring and scaling teams
- Experience with handling customer support cases and procedures to be followed
- Familiarity with customer support tools and reporting dashboards
- Proven experience in driving performance for teams
- Strong analytical abilities for troubleshooting and problem-solving
- Strong communication skills, both verbal and written, with a friendly and professional tone
- Ability to adapt to a fast-paced and technologically advanced environment
- Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively
- Knowledge of the banking or fintech industry

Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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.