MasterCard Senior Specialist, Customer Operations Support in Shanghai, China

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Specialist, Customer Operations Support


Responsible for all aspects of operations support for existing customers, including process, business and technical consultation

Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties

Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle

Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery

Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements


Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams

Recommends business or process improvements; works with various work streams to formulate solutions

Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas

Leads and/or participates in internal customer visits for training, education and operational support

Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out

Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues

Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support


Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources

Experience implementing strategic and preventative solutions

Able to apply skills to product development

Ability to deliver customer training

Experience training staff in continuing education opportunities for current employees and new hires

Bilingual in Mandarin and English is a must.

Equal Opportunity Employer
Requisition ID: R-52894