Sr. Consultant, Technical Solutions (Payments)

About Us Visa 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. At 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. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Join Visa: A Network Working for Everyone. The Team Elite Care is Visa's client support organization, delivering operational expertise and consultative support globally across Visa's products and services. The team provides timely resolution of client inquiries, trusted product guidance, and proactive client engagement while leveraging digital solutions, automation, and AI-enabled capabilities to deliver faster, more accurate, and seamless client experiences. The Role Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) The 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%). This 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. The 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. The role partners closely with Client Services, Product, Technology, Workforce Management, Command Center, and Operations teams to improve service quality, operational efficiency, and client outcomes. The 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. This position is based in Pasay. Job Description Production Support & Technical Expertise • 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. Shift Supervision & Operational Leadership • Serve as the designated shift lead during assigned coverage periods while continuing to manage production work. • Monitor queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks throughout the shift. • Coordinate escalation management and facilitate timely engagement of Product, Technology, Operations, and Leadership teams. • Proactively identify service-level risks and execute mitigation actions to maintain operational performance. • Provide real-time guidance and support to consultants handling complex issues and escalations. • Partner with Workforce Management and Command Center teams to address staffing, coverage, and service-level challenges. • Support shift handoffs and ensure continuity of service across global Follow-the-Sun operations. This is a hybrid role. Employees are expected to work from the office at least 3 designated days per week, with flexibility to work remotely based on business needs. Qualifications 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. · 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. Preferred Qualifications • 6+ years of relevant work experience. • Experience supporting CyberSource, payment gateways, eCommerce platforms, or payment-processing environments. • Client-facing experience with demonstrated success managing technical and operational issues. • Experience with API technologies, web services, payment integrations, and transaction processing. • Understanding of REST APIs, JSON, XML, web technologies, and security concepts. • Experience working in a global Follow-the-Sun support environment. • Experience with incident management, queue management, and operational oversight. • Strong leadership and stakeholder-management capabilities without direct people-management responsibility. • Ability to quickly identify problems and drive resolution through effective collaboration and communication. • Experience serving as a shift lead, queue manager, incid