Customer Technical Services Director

5 days ago


Copenhagen, Copenhagen, Denmark Mastercard Payment Services Denmark AS Full time
Job Title:

Customer Technical Services Director

About the Role:

We are seeking an experienced Customer Technical Services Director to join our team at Mastercard Payment Services Denmark A/S. The successful candidate will be responsible for managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard.

The ideal candidate will have a strong technical background, excellent communication skills, and the ability to lead a team of customer support professionals. They will also have experience in implementing new products or product enhancements, process improvements, and driving team performance against established Key Performance Indicators.

We offer a competitive salary of € 95,000 - 115,000 per year, depending on experience, plus a range of benefits including health insurance, pension plan, and generous paid time off.

Key Responsibilities:
  • Manage day-to-day customer support services across all service support programs.
  • Develop and maintain customer relationships to ensure satisfaction and retention of current customers.
  • Partner with business partners to manage internal development and implementation of any new product or enhancement ensuring that 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.
Requirements:
  • 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.
  • Excellent written and verbal communication skills.
  • Familiarity with ITIL framework.


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