Customer Technical Services Leader

Mastercard; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Mastercard is seeking a Manager, Customer Technical Services to lead day-to-day customer support for B2B and B2E clients. The role emphasizes maintaining high satisfaction, building lasting relationships, and guiding teams through complex resolutions.

Strong Mandarin is essential for stakeholder engagement. The position is based in Malaysia with a focus on enterprise services and supports cross-functional collaboration.

Qualifications

• Proven ability to lead day-to-day customer support operations across technical service programs.
• Strong command of Mandarin is essential for customer communications.
• Experience with B2B/B2E customer segments and enterprise support is preferred.

Responsibilities

• Provides service support for B2B and B2E customers with Mastercard product/service agreements.
• Owns overall satisfaction and retention through knowledge of customers' core business and products.
• Builds long-term customer relationships and ensures timely response and issue resolution.
• Manages day-to-day customer support across service programs for customers and strategic partners.
• Contributes to ongoing customer relationship management to ensure satisfaction and retention.
• Collaborates with partners to develop and implement new products based on customer feedback.
• Guides teams on resolution using Mastercard products/services.
• Resolves complex issues escalated by the service team.
• Drives team performance to meet KPIs and improve efficiency.
• Supports process improvements to optimize resources and service delivery.
• May perform financial analysis, forecasting, and budgeting.
• Manages a team with goal setting, performance appraisals, and coaching.

Skills

Leadership

Mandarin

B2B/B2E

Job description

Mastercard is seeking a Manager, Customer Technical Services to lead day-to-day customer support for B2B and B2E clients. The role emphasizes maintaining high satisfaction, building lasting relationships, and guiding teams through complex resolutions.

Strong Mandarin is essential for stakeholder engagement. The position is based in Malaysia with a focus on enterprise services and supports cross-functional collaboration.