Customer Support Specialist – Subscription Management

About the role

Mastercard is seeking a Customer Support Specialist to join its Subscription Management product line. The role focuses on handling merchant cancellation requests and delivering a high‑quality customer experience across multiple communication channels.

Key responsibilities

• Efficiently manage and monitor cancellation requests for merchants.
• Initiate and execute cancellation workflows at various stages.
• Provide friendly support via chat, calls, emails and other channels.
• Interpret subscription terms and retrieve relevant data from internal systems.
• Conduct outbound calls for subscription management and issue resolution.
• Handle incoming queries, ensuring timely resolution and appropriate escalation.
• Collaborate with cross‑functional teams to improve processes and enhance the customer experience.
• Maintain accurate records of customer interactions and issue resolutions.

Required profile

• High proficiency in Italian (C1/C2 level) for natural, nuanced communication.
• Strong motivation and passion for the customer‑experience journey.
• Analytical mindset with intellectual curiosity.
• Entrepreneurial attitude and ability to work independently.

Required skills