Manager, Customer Technical Support

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, 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

Manager, Customer Technical Support

About Mastercard Payment Services

Mastercard Payment Services Norway is a leading provider of payment and processing services, delivering secure, reliable, and innovative solutions to banks, businesses, and consumers. As part of Mastercard, we combine global expertise with strong local presence to support the Nordic payments ecosystem with services such as eFaktura and AvtaleGiro.

We are committed to enabling seamless and efficient payment experiences, while continuously evolving to meet changing customer needs and industry standards. Our people play a key role in driving operational excellence, innovation, and trusted partnerships across the market.

Overview

The Customer Technical Services team in Norway is looking for a Customer Technical Services Manager to lead daily operations and build a strong, high-performing team culture. This role ensures efficient and high-quality handling of customer inquiries, from routine to complex, while driving continuous improvement.

The ideal candidate is a people-focused leader who is passionate about developing talent, fostering collaboration, and creating a customer-centric culture. They are structured, solution-oriented, and able to balance operational excellence with ongoing improvements.

Role

• Lead and manage daily operations, ensuring efficient handling of customer inquiries across varying complexity levels
• Develop team members through coaching, feedback, and clear performance management
• Drive operational excellence by improving processes, workflows, and service quality
• Ensure consistent delivery of a high-quality, customer-centric experience
• Use data and insights to identify trends, address challenges, and support informed decision-making
• Build and foster a high-performing, engaged team culture with focus on collaboration, accountability, and continuous learning
• Foster a positive cultural and behavioural development journey in a team with different levels of readiness for change
• Create trust and engagement across a diverse team with a wide range of tenure, age, and experience levels
• Drive change with empathy and firmness, ensuring alignment while maintaining high standards

All About You

Essential knowledge, skills, and experience:

• + 5 years of operational leadership experience, with the ability to guide and support teams through different types of change - including situations where change may feel challenging
• Solid experience from a customer service or support environment, ideally in financial services or another complex, regulated industry
• Experience leading diverse teams with different backgrounds, experience levels, and perspectives
• A strong operational mindset, with the ability to balance day-to-day delivery with continuous improvement
• Ability to use data and customer insights to improve quality, performance, and decision-making
• Strong communication skills in both Norwegian and English, with the ability to build trust, create clarity, and set clear expectations

Desirable capabilities:

• Demonstrated experience with culture transformation and employee engagement in established organizations
• Change management experience, including driving adoption of new ways of working
• Ability to combine empathy with decisiveness when leading teams through challenging periods
• Experience working closely with stakeholders across technical, operational, and business functions

This role requires a confident and resilient leader who is comfortable in setting direction, challenging existing mindsets, and taking ownership of both performance and culture.

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;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.