Senior Analyst, Customer Operation

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build asustainableeconomy where everyone can prosper. We support a wide range of digital payments choices, making transactionssecure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Senior Analyst, Customer Operation osition Title:
Senior Analyst, Customer OperationsWho 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.OverviewThe Ethoca Customer Experience & Engagement team is looking for a Senior Analyst, Customer Operations to help drive our operational excellence and customer experience strategy forward. This customer-facing position plays a key role in supporting customer operations, contributing to process improvements, and driving initiatives that ensure Ethoca's services are delivered according to our best-in-class standards.Our ideal candidate is a problem-solver who takes initiative, feels comfortable making decisions, and contributes actively to cross-functional projects. You'll be a bridge between customers and internal teams, with opportunities to lead initiatives that improve both customer outcomes and operational performance.RoleSupport live customers with account updates, escalations, and operational inquiriesOwn and drive customer-facing and internal operational projectsParticipate in process reviews and propose improvementsAct as a conduit between internal and external stakeholders, managing expectations and resolving competing prioritiesDevelop expertise on internal tools, support processes, and onboarding journeysAct as the subject matter expert for Ethoca's customer-facing tools and servicesFacilitate customer-facing refresher training sessions when neededAll About YouStrong English communication skills (written and verbal)Comfortable interacting directly with customers and understanding their business needsCapable of independently driving tasks and decisions while balancing cross-team collaborationExperience supporting API/SFTP B2B technology solutions, ideally in fintech or SaaS environmentsAnalytical and detail-oriented, with a passion for solving problems and optimizing workflowsHave the flexibility to support international time zones for our global customer supportStrong organizational skills and ability to manage multiple prioritiesNice to HaveIntermediate Spanish proficiencyExperience with automation tools, RPA, or Microsoft CopilotFamiliarity with tools such as Postman, JIRA, Splunk, Azure, SQLPrior knowledge in Fraud & Chargebacks or payment industry solutionsEncouraging Diverse ApplicationsAt Mastercard, we are committed to building a diverse, inclusive, and equitable workplace. We encourage all candidates, especially women and individuals from underrepresented groups, to apply—even if they don't meet every single requirement listed. Studies show that women are less likely to apply to jobs unless they meet 100% of the criteria. We value potential and a growth mindset just as much as experience.Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;
Ensurethe confidentiality and integrity of the information being accessed;
Reportany suspected information security violation or breach, and Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines. #J-18808-Ljbffr

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