Global Client Care Lead — Hybrid Production & Incident Ops

Visa; Bogotá; Hybrid; COP 120,000,000 - 180,000,000; Full time

Job summary

Visa in Bogotá, Colombia is seeking a Senior Client Care Consultant to join a hybrid production and shift operations team. The role blends hands-on production support with technical expertise and real-time leadership across a Follow-the-Sun model.

You will own complex client issues, guide cross-functional responses with Product, Technology, and Operations, and ensure service levels while coordinating overnight, weekend, and holiday coverage.

Qualifications

• 5+ years of experience in technical support, payment operations, client services, or related fields.
• Bilingual in English and Spanish.
• Experience managing complex client escalations in production environments.
• Strong analytical, troubleshooting, and communication skills.
• Experience with multiple stakeholder groups in fast-paced settings.

Responsibilities

• Provide production support and expert guidance to merchants and partners.
• Lead shift operations and monitor service levels and queue health.
• Coordinate cross-functional escalations with Product, Tech, and Ops.
• Manage major incidents and client communications during incidents.
• Ensure timely issue resolution and consistent client experience.

Skills

Technical support

Incident management

Client services

Analytical skills

Communication

Cross-functional collaboration

Bilingual English/Spanish

Tools

CyberSource

APIs

REST/JSON/XML

Job description

Visa in Bogotá, Colombia is seeking a Senior Client Care Consultant to join a hybrid production and shift operations team. The role blends hands-on production support with technical expertise and real-time leadership across a Follow-the-Sun model.

You will own complex client issues, guide cross-functional responses with Product, Technology, and Operations, and ensure service levels while coordinating overnight, weekend, and holiday coverage.