Technical Services Team Lead

14 hours ago


Copenhagen, Copenhagen, Denmark Mastercard Payment Services Denmark AS Full time
Job Description

Overview

Mastercard Payment Services Denmark A/S is committed to delivering exceptional customer experiences. We are seeking a skilled Technical Services Team Lead to join our team in Copenhagen, Denmark.

Key Responsibilities

  • Lead day-to-day customer support operations and activities across all technical service support programs.
  • Drive team performance against established Key Performance Indicators and reduce inefficiencies in customer service delivery.
  • Partners with business partners to manage internal development and implementation of new products or enhancements, ensuring customer 'voice' is taken into account.
  • Leverage technical expertise and high-level understanding of Mastercard products/services to guide teams on resolution efforts.
  • Address and resolve complex customer issues escalated by the customer service team.
  • Manage a team, conduct goal setting and performance appraisal processes, mentor and coach team members.

Requirements

  • Demonstrated success in leading customer support operations and driving team performance.
  • Excellent written and verbal communication skills.
  • Experience in card operations, particularly with emphasis on authorizations, clearing, settlement, and real-time payments.
  • Proven ability to interface directly with customers on complex issues.
  • Familiarity with ITIL framework.

What We Offer

  • A dynamic work environment with opportunities for growth and development.
  • Collaborative team culture that values innovation and customer satisfaction.
  • Competitive compensation and benefits package.


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