Global Shift Lead, Senior Client Care & Production

VISA; Pasay; Hybride; PHP 900 000 - 1 200 000; Plein temps

Résumé du poste

Visa is seeking a Senior Client Care Consultant for a hybrid production and shift leadership role in Pasay. You will support Visa Acceptance Solutions for merchants, partners, and clients worldwide, balancing hands-on production with technical expertise and escalation management.

The role requires coordinating cross-functional responses, maintaining service levels, and leading shifts in a Follow-the-Sun model with overnight and weekend coverage. Hybrid work model with 3 office days per week.

Qualifications

• 5+ years of experience in technical support, payment operations, client services, software support, incident management, or a related field.
• Excellent written and verbal English communication skills with the ability to engage effectively at all organizational levels.
• Experience managing complex client escalations and production environments.
• Demonstrated ability to balance individual case ownership with operational or team coordination responsibilities.
• Experience coaching or mentoring team members in complex support environments.

Responsabilités

• 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.

Connaissances

Technical support

Payment operations

Client services

Incident management

English communication

Escalation management

Analytical skills

Team coordination

Shift leadership

Outils

CyberSource

Payment gateways

eCommerce platforms

Description du poste

Visa is seeking a Senior Client Care Consultant for a hybrid production and shift leadership role in Pasay. You will support Visa Acceptance Solutions for merchants, partners, and clients worldwide, balancing hands-on production with technical expertise and escalation management.

The role requires coordinating cross-functional responses, maintaining service levels, and leading shifts in a Follow-the-Sun model with overnight and weekend coverage. Hybrid work model with 3 office days per week.