Sr. Client Care Consultant

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

Role Summary:

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

The Sr. Client Care Consultant supports Visa Acceptance Solutions for merchants, partners, and clients globally through a hybrid role that combines hands-on production support (50-60%), technical expertise, and operational shift leadership (40-50%).

This role is expected to maintain an active production workload while serving as the designated shift escalation and operational lead during assigned coverage hours. The individual will resolve complex client issues, manage high-priority escalations, monitor operational performance, coordinate cross-functional response activities, and help maintain service levels across a global Follow-the-Sun support environment.

The successful candidate will balance direct case ownership with real-time operational oversight, ensuring timely issue resolution, effective escalation management, workload prioritization, and a consistent client experience.

The role partners closely with Client Services, Product, Technology, Workforce Management, Command Center, and Operations teams to improve service quality, operational efficiency, and client outcomes.

The role will support a follow-the-sun operating model which requires rotational overnight shifts, weekend coverage, and local country holiday support as determined by business needs. Scheduling will be managed in accordance with local labor laws, Visa policies, required compensatory time off, and applicable legal rest-day requirements.

This position reports to the Sr. Director, Elite Client Care and is in Bogotá, Colombia.

Key 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.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 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.

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.

• Portuguese language skills

• 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.

Key Competencies:

• Client Obsession - Demonstrates a strong client-first mindset and commitment to delivering exceptional service outcomes.
• Operational Leadership - Makes sound decisions under pressure, effectively prioritizes competing demands, and drives execution during critical situations.
• Technical Excellence - Possesses strong troubleshooting capabilities and the ability to diagnose and resolve complex technical issues.
• Data-Driven Decision Making - Uses operational metrics and business insights to identify risks, optimize performance, and improve outcomes.
• Influencing Without Authority - Builds alignment across Product, Technology, Operations, and Client Services teams to accelerate resolution and drive results.
• Communication & Executive Presence - Communicates clearly and effectively with clients, peers, leaders, and cross-functional stakeholders during routine operations and escalations.
• Ownership & Accountability - Demonstrates urgency, accountability, and follow-through while maintaining a high standard of quality and execution.
• Adaptability - Thrives in a fast-paced environment and adjusts quickly to changing client needs, operational priorities, and business demands.
• Collaboration - Builds strong partnerships across teams and contributes positively to a high-performing, global support organization.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.