Posted:3 days ago|
Platform:
Work from Office
Full Time
Manager, Customer Technical Services Our Purpose Title and Summary Manager, Customer Technical Services ? 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. Role Overview: Lead a group of 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 senior management 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:: 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) Vendor management and coordination 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); oSignalfx/Datadog oAthena oCloudwatch, S3, RDS oDynamoDB, SQL oJenkins/Gitlab oPostman oCyberduck/Filezilla oJira oSalesforce Service Cloud or Zendesk oTeams/Slack
Mastercard
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