Manager, Consumer Support Services

Mastercard powers economies and empowers people in 200+ countries and territories. The Manager, Consumer Support Services leads the consumer support function to deliver high‑quality digital payment assistance, ensuring customer satisfaction and operational excellence.

Key Responsibilities

• Lead and develop a team of consumer support specialists to provide timely, accurate assistance across multiple digital payment channels.
• Design and implement support processes, service level agreements, and performance metrics aligned with Mastercard’s sustainability and prosperity goals.
• Collaborate with product, technology, and risk teams to resolve complex issues and improve the end‑to‑end customer journey.
• Monitor and analyze support trends, customer feedback, and KPI data to drive continuous improvement.
• Ensure compliance with regulatory requirements and internal policies in the Dubai region.

Required Qualifications & Skills

• Proven experience managing consumer support or contact‑center operations, preferably in financial services or digital payments.
• Strong leadership, coaching, and stakeholder‑management capabilities.
• Deep understanding of digital payment ecosystems, card‑based transactions, and emerging fintech solutions.
• Excellent communication, problem‑solving, and analytical skills.
• Ability to work in a fast‑paced, multicultural environment in Dubai.

Why Join Mastercard

• Contribute to a sustainable global economy and inclusive financial services.
• Work with innovative digital payment technologies and a diverse, global team.
• Opportunities for professional growth within a leading payments network.