Payments Delivery Lead — Client Experience & Escalations

Cognizant Technology Solutions Corporation; León; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Training and development plans

Competitive salary and benefits

Supportive work environment

Global opportunities

Wellbeing programs

Equal opportunity employer

Job summary

Cognizant Technology Solutions Corporation is seeking a Payments Service Delivery Manager to deliver exceptional service and operational support for merchants, Global AEs, and stakeholders in a dynamic payments environment. You will coordinate escalations, drive resolutions, and partner with cross-functional teams to enhance customer experiences.

The role requires strong communication in English and Spanish, advanced troubleshooting, and the ability to manage multiple priorities while

Qualifications

• Experience delivering technical customer support in payments and related platforms.
• Ability to analyze customer issues, identify root causes, and provide effective remediation.
• Excellent communication with internal stakeholders and external customers in bilingual environments.

Responsibilities

• Serve as the primary technical support resource for Global Account Executives (AEs) and key stakeholders.
• Investigate, troubleshoot, and resolve issues to ensure timely and accurate resolutions.
• Engage customers to identify root causes, provide guidance, and drive issue resolution to completion.
• Analyze referral trends and recommend actions to improve operational efficiency and reduce escalations.
• Communicate complex technical concepts clearly to internal and external audiences.
• Collaborate with processing teams to document findings and suggest preventive actions.
• Maintain high-quality case documentation including steps taken and outcomes.
• Work with cross-functional teams to ensure a seamless customer experience and timely escalated-case resolution.
• Demonstrate strong customer service while managing multiple cases and meeting service levels.

Skills

Bilingual (English/Spanish)

Troubleshooting

Problem-solving

Customer focus

Stakeholder management

Cross-functional collaboration

Technical explanation

Tools

Salesforce

Microsoft Office

Google Workspace

SQL

Job description

Cognizant Technology Solutions Corporation is seeking a Payments Service Delivery Manager to deliver exceptional service and operational support for merchants, Global AEs, and stakeholders in a dynamic payments environment. You will coordinate escalations, drive resolutions, and partner with cross-functional teams to enhance customer experiences.

The role requires strong communication in English and Spanish, advanced troubleshooting, and the ability to manage multiple priorities while