Payments Service Delivery Lead

Cognizant; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

Cognizant invites a skilled Payments Service Delivery Manager to join our team in Mexico City. You will coordinate payment-related inquiries, escalations, and case referrals, delivering exceptional service to merchants, Global Account Executives, and stakeholders.

You will partner with cross-functional teams to drive operational excellence and high customer satisfaction. The ideal candidate communicates fluently in English and Spanish, analyzes complex issues, and manages multiple priorities in

Qualifications

• Excellent verbal and written communication in English and Spanish.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to explain technical issues and solutions clearly.
• Customer-focused mindset with strong relationship skills.
• Experience handling escalated customer issues and technical support processes.

Responsibilities

• Serve as a primary technical support resource for Global Account Executives (AEs), providing timely assistance and resolution for customer-related issues.
• Investigate, troubleshoot, and resolve issues submitted by the organization, ensuring accurate diagnosis and effective remediation.
• Engage directly with customers to identify root causes, provide technical guidance, and drive issue resolution to completion.
• Analyze recurring referral trends and recommend corrective actions to improve operational efficiency and reduce future escalations.
• Communicate complex technical concepts in a clear, professional manner to internal and external stakeholders.
• Partner with processing teams to explain issues, document findings, and provide detailed recommendations to prevent recurrence.
• Maintain high-quality case documentation, including troubleshooting steps, resolutions, and customer communications.
• Collaborate with cross-functional teams to ensure seamless customer experience and timely resolution of escalated cases.
• Demonstrate strong customer service skills while managing multiple support cases and maintaining service levels.

Skills

English & Spanish

Troubleshooting

Problem solving

Analytical thinking

Customer focus

Escalation handling

Stakeholder management

Multi-priority management

Tools

Salesforce

Microsoft Office

Google Workspace

SQL

Job description

Cognizant invites a skilled Payments Service Delivery Manager to join our team in Mexico City. You will coordinate payment-related inquiries, escalations, and case referrals, delivering exceptional service to merchants, Global Account Executives, and stakeholders.

You will partner with cross-functional teams to drive operational excellence and high customer satisfaction. The ideal candidate communicates fluently in English and Spanish, analyzes complex issues, and manages multiple priorities in