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.