# Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) **Company**: Visa **Location**: Pasay, Philippines - Manila **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Finance **Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Sr-Consultant--Elite-Care_REF089372W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_d3fe60e0-948 ## Description Visa's Elite Care team is seeking a Senior Client Care Consultant to support Visa Acceptance Solutions for merchants, partners, and clients globally. This hybrid role combines hands-on production support (50-60%), technical expertise, and operational shift leadership (40-50%). The successful candidate will maintain an active production workload while serving as the designated shift escalation and operational lead during assigned coverage hours. Responsibilities include: **Production Support & Technical Expertise** - Manage an assigned portfolio of production support cases while meeting established productivity and quality expectations. - Serve as a CyberSource and Acceptance Solutions technical subject matter expert for merchants, partners, and internal stakeholders. - Troubleshoot complex payment processing, API, eCommerce, transaction, configuration, and platform-related issues. - Own and drive resolution of critical client-impacting incidents and escalations. - Provide technical guidance, implementation support, and best practices to clients and internal teams. - Support major incident management activities, operational bridge calls, and client communications. **Shift Supervision & Operational Leadership** - Serve as the designated shift lead during assigned coverage periods while continuing to manage production work. - Monitor queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks throughout the shift. - Coordinate escalation management and facilitate timely engagement of Product, Technology, Operations, and Leadership teams. - Proactively identify service-level risks and execute mitigation actions to maintain operational performance. - Provide real-time guidance and support to consultants handling complex issues and escalations. - Partner with Workforce Management and Command Center teams to address staffing, coverage, and service-level challenges. - Support shift handoffs and ensure continuity of service across global Follow-the-Sun operations. **Requirements** - 5+ years of experience in technical support, payment operations, client services, software support, incident management, or a related field. - Excellent written and verbal English communication skills with the ability to engage effectively at all organizational levels. - Experience managing complex client escalations and production environments. - Demonstrated ability to balance individual case ownership with operational or team coordination responsibilities. - Strong analytical, troubleshooting, communication, and decision-making skills. - Experience working across multiple stakeholder groups in a fast-paced environment. - Experience coaching or mentoring team members in complex support environments. **Preferred Qualifications** - 6+ years of relevant work experience. - Experience supporting CyberSource, payment gateways, eCommerce platforms, or payment-processing environments. - Client-facing experience with demonstrated success managing technical and operational issues. - Experience with API technologies, web services, payment integrations, and transaction processing. - Understanding of REST APIs, JSON, XML, web technologies, and security concepts. - Experience working in a global Follow-the-Sun support environment. - Experience with incident management, queue management, and operational oversight. - Strong leadership and stakeholder-management capabilities without direct people-management responsibility. - Ability to quickly identify problems and drive resolution through effective collaboration and communication. - Experience serving as a shift lead, queue manager, incident commander, escalation manager, or operational lead in a client support environment. - Experience managing service levels, workload balancing, backlog reduction, and operational risk mitigation during overnight, weekend, or holiday coverage models across a global organization. - Strong understanding of customer support KPIs including SLA attainment, backlog management, aging performance, response times, productivity, and client satisfaction metrics. ## Skills ### Required - technical support - payment operations - client services - incident management - analytical skills - troubleshooting - communication - decision-making ### Nice to have - CyberSource - payment gateways - eCommerce platforms - API technologies - web services - payment integrations - transaction processing - REST APIs - JSON - XML - web technologies - security concepts - queue management - operational oversight - leadership - stakeholder-management --- Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Sr-Consultant--Elite-Care_REF089372W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)