{"id":2043803,"url":"https://alion.io/job/visa-sr-client-care-consultant","title":"Sr. Client Care Consultant","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":150,"ghost_share":0,"stale_share":0.567,"repost_share":0.027,"time_to_fill_p50_days":26,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":156000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3791},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Rest API","optional":false},{"name":"Commander.js","optional":true},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-07T18:53:37Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T19:07:05Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About Us\nVisa 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.\nAt 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.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nRole Summary:\nSenior Client Care Consultant (Hybrid Production & Shift Operations Lead):\nThe 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%).\nThis 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.\nThe 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.\nThe role partners closely with Client Services, Product, Technology, Workforce Management, Command Center, and Operations teams to improve service quality, operational efficiency, and client outcomes.\nThe 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.\nThis position reports to the Sr. Director, Elite Client Care and is in Bogotá, Colombia.\nKey Responsibilities:\nProduction Support & Technical Expertise:\nManage an assigned portfolio of production support cases while meeting established productivity and quality expectations.\nServe as a CyberSource and Acceptance Solutions technical subject matter expert for merchants, partners, and internal stakeholders.\nTroubleshoot complex payment processing, API, eCommerce, transaction, configuration, and platform-related issues.\nOwn and drive resolution of critical client-impacting incidents and escalations.\nProvide technical guidance, implementation support, and best practices to clients and internal teams.\nSupport major incident management activities, operational bridge calls, and client communications.\nShift Supervision & Operational Leadership:\nServe as the designated shift lead during assigned coverage periods while continuing to manage production work.\nMonitor queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks throughout the shift.\nCoordinate escalation management and facilitate timely engagement of Product, Technology, Operations, and Leadership teams.\nProactively identify service-level risks and execute mitigation actions to maintain operational performance.\nProvide real-time guidance and support to consultants handling complex issues and escalations.\nPartner with Workforce Management and Command Center teams to address staffing, coverage, and service-level challenges.\nSupport shift handoffs and ensure continuity of service across global Follow-the-Sun operations.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\n\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.Qualifications\nBasic Qualifications:\n5+ years of experience in technical support, payment operations, client services, software support, incident management, or a related field.\nBilingual in English and Spanish.\nExperience managing complex client escalations and production environments.\nDemonstrated ability to balance individual case ownership with operational or team coordination responsibilities.\nStrong analytical, troubleshooting, communication, and decision-making skills.\nExperience working across multiple stakeholder groups in a fast-paced environment.\nExperience coaching or mentoring team members in complex support environments.\nPreferred Qualifications:\n6+ years of relevant work experience.\nExperience supporting CyberSource, payment gateways, eCommerce platforms, or payment-processing environments.\nClient-facing experience with demonstrated success managing technical and operational issues.\nExperience with API technologies, web services, payment integrations, and transaction processing.\nUnderstanding of REST APIs, JSON, XML, web technologies, and security concepts.\nExperience working in a global Follow-the-Sun support environment.\nExperience with incident management, queue management, and operational oversight.\nStrong leadership and stakeholder-management capabilities without direct people-management responsibility.\nAbility to quickly identify problems and drive resolution through effective collaboration and communication.\nPortuguese language skills \nExperience serving as a shift lead, queue manager, incident commander, escalation manager, or operational lead in a client support environment.\nExperience managing service levels, workload balancing, backlog reduction, and operational risk mitigation during overnight, weekend, or holiday coverage models across a global organization.\nStrong understanding of customer support KPIs including SLA attainment, backlog management, aging performance, response times, productivity, and client satisfaction metrics.\nKey Competencies:\nClient Obsession - Demonstrates a strong client-first mindset and commitment to delivering exceptional service outcomes.\nOperational Leadership - Makes sound decisions under pressure, effectively prioritizes competing demands, and drives execution during critical situations.\nTechnical Excellence - Possesses strong troubleshooting capabilities and the ability to diagnose and resolve complex technical issues.\nData-Driven Decision Making - Uses operational metrics and business insights to identify risks, optimize performance, and improve outcomes.\nInfluencing Without Authority - Builds alignment across Product, Technology, Operations, and Client Services teams to accelerate resolution and drive results.\nCommunication & Executive Presence - Communicates clearly and effectively with clients, peers, leaders, and cross-functional stakeholders during routine operations and escalations.\nOwnership & Accountability - Demonstrates urgency, accountability, and follow-through while maintaining a high standard of quality and execution.\nAdaptability - Thrives in a fast-paced environment and adjusts quickly to changing client needs, operational priorities, and business demands.\nCollaboration - Builds strong partnerships across teams and contributes positively to a high-performing, global support organization.\nVisa is an EEO Employer\nQualified 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.","description_format":"text","description_chars":7679,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":true},{"language":"Spanish","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Proficiency (C2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-07T18:53:37Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":26,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/visa-sr-client-care-consultant","json_url":"https://alion.io/job/visa-sr-client-care-consultant.json","meta":{"generated_at":"2026-10-11T22:23:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12167,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-sr-client-care-consultant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisa-sr-client-care-consultant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisa-sr-client-care-consultant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visa-sr-client-care-consultant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-sr-client-care-consultant"}]}