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.