About Us

At Mastercard, we're powering economies and empowering people, building ​ a sustainable economy where everyone prospers.

Size: 10000+ employees
Industry: Consulting, Financial Services, Technology, Fintech

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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

Customer Support Specialist II-2

The Customer Delivery & Engagement team is looking for a Customer Support Specialist within our Subscription Management product line to drive our customer experience and product efficacy by consistently executing on customer cancellation requests. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

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About the Role:

• Efficiently manage cancellations and monitor cancellation status for merchants- Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants- Provide friendly and efficient customer service support via chat, calls, emails, and other channels- Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries- Conduct outbound calls to customers for subscription management and issue resolution- Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary- Collaborate with cross-functional teams to improve processes and enhance the customer experience- Maintain accurate records and documentation of customer interactions and issue resolutions All About You:
• Comfortable working full-time in Brazilian Portuguese with a C1 English level background- Minimum of 3 years of work experience in Call Center , customer service roles- Demonstrated ability to deliver excellent customer service and resolve issues with good judgment- Strong analytical abilities for troubleshooting and problem-solving- Appreciation for routine tasks and ability to follow clear instructions- Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process- Strong communication skills, both verbal and written, with a friendly and professional tone- Ability to adapt to a fast-paced and technologically advanced environment- Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively 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.

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.

Client-provided location(s): São Paulo, Brazil

Job ID: Mastercard-22331_R-259917

Employment Type: OTHER

Posted: 2025-09-09T19:23:21
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• FSA With Employer Contribution
• HSA
• HSA With Employer Contribution
• Fitness Subsidies
• On-Site Gym
• Pet Insurance
• Mental Health Benefits
• Virtual Fitness Classes
• Health Reimbursement Account

Parental Benefits

• Birth Parent or Maternity Leave
• Non-Birth Parent or Paternity Leave
• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources
• On-site/Nearby Childcare
• Adoption Leave

Work Flexibility

• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities

Office Life and Perks

• Commuter Benefits Program
• Casual Dress
• Happy Hours
• Snacks
• Company Outings
• On-Site Cafeteria
• Holiday Events
• Some Meals Provided

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence
• Volunteer Time Off

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Relocation Assistance
• Financial Counseling
• Stock Purchase Program
• 401(K)
• Company Equity

Professional Development

• Tuition Reimbursement
• Promote From Within
• Mentor Program
• Access to Online Courses
• Lunch and Learns
• Internship Program
• Work Visa Sponsorship
• Leadership Training Program
• Associate or Rotational Training Program
• Shadowing Opportunities

Diversity and Inclusion

Employee Resource Groups (ERG)

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