Senior Analyst, Customer Operation

MasterCard; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

MasterCard is seeking a Senior Analyst in Customer Operations to enhance operational excellence and customer experience. This role supports live customers, drives initiative on process improvements, and requires strong communication and problem-solving skills to navigate cross-functional projects effectively.

Qualificações

• Experience supporting API/SFTP B2B technology solutions, ideally in fintech or SaaS environments.
• Capable of independently driving tasks and decisions while balancing cross-team collaboration.
• Analytical and detail-oriented, with a passion for solving problems and optimizing workflows.

Responsabilidades

• Support live customers with account updates, escalations, and operational inquiries.
• Own and drive customer-facing and internal operational projects.
• Facilitate customer-facing refresher training sessions when needed.

Conhecimentos

Strong English communication skills

Problem-solving

Analytical skills

Organizational skills

Flexibility to support international time zones

Ferramentas

Postman

JIRA

SQL

Descrição da oferta de emprego

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

Position Title: Senior Analyst, Customer Operations

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.

Overview

The Ethoca Customer Experience & Engagement team is looking for a Senior Analyst, Customer Operations to help drive our operational excellence and customer experience strategy forward. This customer-facing position plays a key role in supporting customer operations, contributing to process improvements, and driving initiatives that ensure Ethoca’s services are delivered according to our best-in-class standards.

Our ideal candidate is a problem-solver who takes initiative, feels comfortable making decisions, and contributes actively to cross-functional projects. You’ll be a bridge between customers and internal teams, with opportunities to lead initiatives that improve both customer outcomes and operational performance.

Role

1. Support live customers with account updates, escalations, and operational inquiries
2. Own and drive customer-facing and internal operational projects
3. Participate in process reviews and propose improvements
4. Act as a conduit between internal and external stakeholders, managing expectations and resolving competing priorities
5. Develop expertise on internal tools, support processes, and onboarding journeys
6. Act as the subject matter expert for Ethoca's customer-facing tools and services
7. Facilitate customer-facing refresher training sessions when needed

All About You

• Strong English communication skills (written and verbal)
• Comfortable interacting directly with customers and understanding their business needs
• Capable of independently driving tasks and decisions while balancing cross-team collaboration
• Experience supporting API/SFTP B2B technology solutions, ideally in fintech or SaaS environments
• Analytical and detail-oriented, with a passion for solving problems and optimizing workflows
• Flexibility to support international time zones for our global customer support
• Strong organizational skills and ability to manage multiple priorities

Nice to Have

• Intermediate Spanish proficiency
• Experience with automation tools, RPA, or Microsoft Copilot
• Familiarity with tools such as Postman, JIRA, Splunk, Azure, SQL
• Prior knowledge in Fraud & Chargebacks or payment industry solutions

Encouraging Diverse Applications

At Mastercard, we are committed to building a diverse, inclusive, and equitable workplace. We encourage all candidates, especially women and individuals from underrepresented groups, to apply—even if they don’t meet every single requirement listed. Studies show that women are less likely to apply to jobs unless they meet 100% of the criteria. We value potential and a growth mindset just as much as experience.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come 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.