Customer Support Team Lead

1 week ago


O'Fallon, United States MasterCard Full time
About Mastercard

We are a global technology company in the payments industry, connecting and powering an inclusive, digital economy that benefits everyone, everywhere. Our mission is to make transactions safe, simple, smart, and accessible.

Job Title: Customer Support Team Lead - Technical Expert

Estimated Salary: $80,000 - $120,000 per year (dependent on location and experience)

Job Description:

We are seeking a seasoned technical expert to lead our customer support team. As a Customer Support Team Lead - Technical Expert, you will be responsible for managing a team of support engineers, ensuring timely resolution of complex technical issues, and driving process improvements.

Key Responsibilities:
  • Lead a team of 4-7 support engineers in managing frontline ticket queues, navigating escalations, and meeting key performance indicators (KPIs)
  • Ensure direct reports have the necessary resources, enablement, and processes to deliver effective technical resolutions to customers
  • Collaborate with cross-functional partners, including engineering, TAMs, success, and product teams, to ensure process alignment and collaboration
Requirements:
  • 3+ years of experience growing and managing a technical support team in a fast-paced, highly complex B2B/SaaS environment
  • Experience in all aspects of recruiting and hiring, including building a support team from scratch
  • Strong customer-facing support background with complex, hands-on troubleshooting skills
  • High emotional intelligence, excellent prioritization, project management, and critical thinking skills
Benefits:

We offer a comprehensive benefits package, including health insurance, flexible spending account, paid leaves, 401k with a best-in-class company match, and more. We value diversity, equity, and inclusion and strive to create a workplace where everyone feels welcome and supported.



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