Description
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
Analyst, Product Delivery Customer Support & Engagement Specialist – Mastercard Academy EuropeLocation: Belgium/UK
Contract Type: Permanent contract
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Who is Mastercard
Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.
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About Mastercard Academy
For over 30 years, Mastercard Academy has been at the forefront of learning and development in the payments industry. We empower our customers and partners with the knowledge, skills, and insights they need to thrive—through live events, online courses, open courses and customized trainings, as well as a rich library of resources.
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The Role: Customer Support & Engagement Specialist
We are looking for a proactive and customer-focused Customer Support & Engagement Specialist to join our team. This role is ideal for someone passionate about creating meaningful customer experiences, driving engagement, and supporting learning journeys that lead to customer success. You will play a key role in understanding customer needs, fostering relationships, and ensuring our customers gain maximum value from our Mastercard Academy Essentials online learning platform.
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What You'll Do
• Assist in onboarding customers to the Mastercard Academy Essentials learning platform and in guiding them through available learning resources.
• Monitor customer engagement metrics and feedback to identify opportunities for improvement and increased satisfaction.
• Collaborate with internal teams to translate feedback into the development of new learning resources and tailored learning journeys.
• Support the design and execution of customer engagement strategies across the Mastercard Academy Essentials learning platform.
• Contribute to the development of customer success playbooks, toolkits, and engagement frameworks. Support communication efforts such as customer updates, newsletters, and engagement materials aligned with Mastercard brand guidelines.
• Maintain a consistent and high-quality customer experience across all touchpoints.
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Qualifications & Skills
• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 1–2 years of experience in customer engagement, or a related role (internships included).
• Strong interpersonal and relationship-building skills.
• Analytical mindset with the ability to interpret customer data and feedback.
• Familiarity with customer engagement platforms or CRM tools is a plus.
• Proficiency in design tools (e.g., Photoshop, Canva, Figma) for creating engagement materials.
• Excellent team collaboration and communication skills.
• Resilient and able to manage multiple priorities in a fast-paced environment.
• Passion for customer-centric thinking and continuous learning.
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Why Join Us?
At Mastercard, you'll be part of a diverse, inclusive, and forward-thinking team that's shaping the future of learning in the payments industry. You'll have the opportunity to make a real impact on customer success, build strong relationships, and grow your skills in a global environment.
Ready to help our customers thrive through education and engagement?
Apply now and be part of the future of learning at Mastercard.
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.
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