Senior Client Care Lead (Hybrid) - Global Support

Visa; Manila; Hybrid; PHP 1,200,000 - 1,600,000; Full time

Job summary

Visa is seeking a Senior Client Care Consultant in Pasay to lead production support and shift operations within Elite Care. The role blends hands-on case ownership (50-60%) with real-time operational leadership (40-50%), supporting merchants and partners globally via a hybrid production model.

You will escalate and resolve complex client issues, coordinate cross-functional responses, and ensure service levels while working across Product, Technology, and Operations in a Follow-the-Sun

Qualifications

• 5+ years of experience in technical support, payment operations, client services, or related fields.

Responsibilities

• Manage an assigned portfolio of production support cases meeting productivity and quality targets.

Skills

Technical support

Client services

Incident management

Production support

English communication

Stakeholder management

Leadership

Tools

CyberSource

APIs

REST APIs

eCommerce platforms

Job description

Visa is seeking a Senior Client Care Consultant in Pasay to lead production support and shift operations within Elite Care. The role blends hands-on case ownership (50-60%) with real-time operational leadership (40-50%), supporting merchants and partners globally via a hybrid production model.

You will escalate and resolve complex client issues, coordinate cross-functional responses, and ensure service levels while working across Product, Technology, and Operations in a Follow-the-Sun