Technical Support Team Lead

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Technical Support Team Lead

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Technical Support Team Lead

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

SessionM by Mastercard is embarking on the next phase of our Global Support team’s growth with the goal of becoming an exemplary provider of best-in-class customer support. As a result, we’re looking to bring on a Technical Support Team Lead that embodies our commitment to excellence. This role will report to the Director of Customer Experience & Engagement, overseeing a team focused on supporting our NAM customers.

The ideal candidate for this role is an agile, solutions-oriented Support professional who has proven experience and consequent success in managing technical support teams in highly complex and fast-paced environments. This individual should have previous experience proactively managing support processes (building, iterating, refining), nurturing a team-wide commitment to providing an exceptional customer experience and driving towards continual improvement. It will be critical for the right candidate to be well-versed in AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting—capable of supporting their team in continually strengthening these skills.


Role Overview:
• Lead a group of 4-7 Support Engineers in successfully managing frontline ticket queues, navigating escalations, and meeting KPIs by developing their technical knowledge, platform proficiency, and improving their prioritization skills
• Ensure that direct reports have the resources, enablement, and processes necessary to deliver effective technical resolution to our customers
• Support the Director of Customer Experience & Engagement on org initiatives, growing/developing the team, improving KPIs, achieving continual improvement, and building a best-in-class Support department
• Efficiently identify and neutralize break/fix issues in tickets before they become escalations whenever possible, mentoring the team to do the same
• Oversee support case management to ensure the timely resolution or escalation of cases, consistently handled in alignment with our quality standards and processes
• Work closely with cross-functional partners (Engineering, TAMs, Success, Product) to ensure process alignment and collaboration in advocating for customer needs
• Facilitate the recruiting, onboarding, and continued development of new Support Engineers


Key Skills::
• Significant experience growing and managing a technical support team delivering omnichannel support in a fast-pac