New job Manager, Customer Support in Massachusetts

Manager, Customer Support

Company : MasterCard
Salary : Details not provided
Location : Massachusetts

Full Description

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Manager, Customer Support

SessionM, a Mastercard Company, is looking for a Manager, Customer Support

Key Reponsibilities:
Leads support operations across SessionM's customer base
Develops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolution
Leverages technical expertise and expert-level understanding of SessionM's product line to support customer base ensuring that customer 'voice' is prioritized
Ensures compliance with regulatory procedures, information security requirements and legal policies
Communicates with and supports customers and internal teams to ensure customer satisfaction and retention
Defines Key Performance Indicators and oversees reporting on metrics to measure customer support performance
Evaluates support team's performance to identify operational inefficiencies and implements process improvement initiatives
Formally supervises and coaches a team and ensures compliance to goal setting and performance appraisal process
Helps identify and coach top talent within own teams

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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