Senior Client Care Lead - Hybrid Global Shift Ops

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

Job summary

Visa in Bogotá, Colombia seeks a Senior Client Care Consultant to lead hybrid production and shift operations for Acceptance Solutions. You will manage a production workload and serve as the escalation and operational lead, ensuring timely resolutions and a consistent client experience.

You’ll work with Client Services, Product, Technology, and Operations to improve service quality, coordinate cross-functional responses, and support a follow-the-sun model with rotating shifts as required.

Qualifications

• 5+ years in technical support, payment operations, client services, or related field.
• Bilingual in English and Spanish.
• Experience managing complex client escalations and production environments.
• Ability to balance individual ownership with 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.

Responsibilities

• Provide production support and technical guidance to clients.
• Lead shift operations and monitor service levels.
• Coordinate cross-functional response activities during incidents.
• Own and drive resolution of critical client-impacting incidents and escalations.
• Support follow-the-sun operations with overnight shifts and weekend coverage.

Skills

Technical support

Client services

Escalation management

Stakeholder coordination

Analytical skills

Communication skills

Bilingual English/Spanish

Tools

REST APIs

JSON

XML

Web services

Incident management tools

Job description

Visa in Bogotá, Colombia seeks a Senior Client Care Consultant to lead hybrid production and shift operations for Acceptance Solutions. You will manage a production workload and serve as the escalation and operational lead, ensuring timely resolutions and a consistent client experience.

You’ll work with Client Services, Product, Technology, and Operations to improve service quality, coordinate cross-functional responses, and support a follow-the-sun model with rotating shifts as required.