Manager, Customer Technical Services

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

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

Manager, Customer Technical Services

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

Manager, Customer Technical Services

Overview

• Provides servicesupport forbusiness (B2B) and enterprises (B2E) that have productand service agreements withMastercard
• Responsible for overall satisfaction and retention of these business customers through knowledgeof their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues

Roles

• Elevates customer experience by managing day-to-day customer support services across all servicesupport programs for customers and strategic partners that have productand service agreements withMastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
• Addresses and resolves to complex customer issues escalated by customer service team
• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members

All About You

• Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of the Customer as a priority
• Proficiency in Mandarin is essential

Corporate Security Responsibility

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