Customer Support Team Lead for Card Operations

1 month ago


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

At Mastercard Payment Services Denmark A/S, we are seeking an exceptional Customer Support Team Lead to join our team in Copenhagen. This is a unique opportunity to lead day-to-day customer support operations and activities across all technical service support programs.

We estimate the annual salary for this role to be approximately 110,000 DKK, depending on experience and qualifications.

In this key position, you will oversee the management of customer relationships, ensuring satisfaction and retention of current customers through knowledge of their core business and products. You will build long-term customer relationships, leveraging your expertise and high-level understanding of Mastercard products and services to guide teams on resolution efforts.

Your responsibilities will include:

  • Providing service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard.
  • Elevating customer experience by managing day-to-day customer support services across all service support programs.
  • Conducting Service Operation meeting reviews with internal and/or external stakeholders.

You will also be responsible for:

  • Addressing and resolving complex customer issues escalated by the customer service team.
  • Creating and maintaining Team Shift Schedule (Team operates in 24/7 Shifts).
  • Driving team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery.

To succeed in this role, you will need:

  • Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs.
  • Excellent written and verbal communication skills.
  • Experience implementing new products or product enhancements with the Voice of the Customer at the forefront.

We offer a dynamic and inclusive work environment where you can grow professionally and make a real impact. If you are passionate about delivering exceptional customer experiences and have the leadership skills to drive results, we encourage you to apply for this exciting opportunity.



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