Customer Experience Lead & Process Improvement

Mastercard Inc.; Ciudad de México; On-site; MXN 420,000 - 540,000; Full time

Job summary

Mastercard Inc. is seeking an Associate Specialist for the Contact Center to drive customer experience strategies and process enhancements. You will lead a team, document procedures, and solve complex customer issues with a proactive, data-driven approach.

The role emphasizes coaching, floor support, and clear communication to elevate service standards and maintain policy compliance within the team.

Qualifications

• Demonstrated experience leading teams in a contact center or service environment.
• Proven ability to investigate and resolve complex customer issues.
• Strong multi-tasking, prioritization, and process documentation skills.
• Excellent oral and written communication with stakeholders.
• Ability to motivate a team and drive performance improvements.
• Analytical mindset with attention to data quality and trends.

Responsibilities

• Manages a team and monitors day-to-day operations against standards and policies.
• Leads process improvements to deliver better customer service.
• Creates, updates and documents processes and policies.
• Provides floor support as SME on policy and procedural items and issues solutions.
• Conducts coaching, feedback, and performance discussions to raise team results.

Skills

Team leadership

Investigation & resolution

Multitasking

Documentation

Coaching & feedback

Communication skills

Team motivation

Data analysis

Job description

Mastercard Inc. is seeking an Associate Specialist for the Contact Center to drive customer experience strategies and process enhancements. You will lead a team, document procedures, and solve complex customer issues with a proactive, data-driven approach.

The role emphasizes coaching, floor support, and clear communication to elevate service standards and maintain policy compliance within the team.