# Senior Client Care Consultant (Hybrid Production & Shift Operations Lead)

**Company**: Visa
**Location**: Bogota, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Sr-Client-Care-Consultant_REF089083W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f73ef1e8-c76

## Description

We are seeking a Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) to support Visa Acceptance Solutions for merchants, partners, and clients globally.

This role combines hands-on production support (50-60%) with technical expertise and operational shift leadership (40-50%). You will maintain an active production workload while serving as the designated shift escalation and operational lead during assigned coverage hours.

Responsibilities:

**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.

- Bilingual in English and Spanish.

- 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.

We offer a hybrid work environment with at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

## Skills

### Required
- technical support
- payment operations
- client services
- incident management
- English
- Spanish

### Nice to have
- CyberSource
- payment gateways
- eCommerce platforms
- API technologies
- web services
- payment integrations
- transaction processing
- REST APIs
- JSON
- XML
- web technologies
- security concepts
- Portuguese

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Sr-Client-Care-Consultant_REF089083W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)