Customer Technical Services Director
1 month ago
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.
- 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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