Visa is hiring a Client Care Manager

Visa is looking for a Client Care Manager (Acceptance Support Manager) to join our Client Care support team. In this role, you will manage a team of Sr. Client Care Representatives who assist Authorize.net clients with their payment gateway accounts, driving quality service and operational excellence.

What You'll Do

• Manage a team that supports multiple support channels, including voice, live chat, email, and support cases.
• Ensure staff performance follows established procedures and meets or exceeds departmental standards.
• Provide daily direction, communication, feedback, coaching, and training to representatives to meet performance objectives.
• Deliver statistical, performance, and developmental feedback regularly to each team member and administer performance reviews for skill improvement.
• Conduct regular evaluations to monitor adherence to quality standards and departmental policies on client interactions.
• Address disciplinary and/or performance concerns according to company policy.
• Handle and resolve escalated client concerns.
• Provide flexible leadership coverage, 24x7, 365.
• Participate in process improvement procedures for the client experience and product enhancements, involving process and project management.
• Share continual responsibility for deciding how to manage team members and ensuring client requests are handled efficiently from an overall business perspective.
• Work cross-functionally with multiple departments and platforms.
• Discuss and present on various topics to Senior Leadership.

What We're Looking For

• Strong troubleshooting skills.
• Excellent verbal and written communications in English, interpersonal skills, customer orientation, team interaction, and problem-solving abilities.
• Customer service skills, including call de-escalation techniques and a commitment to quality service.
• A self-motivated individual who can work within a team and independently.
• Punctual, regular, and consistent attendance.
• Ability to multi-task, continually reprioritize workload, and work under various constraints, while adapting easily to shifting priorities and challenges.
• Ability to quickly identify problems and trends, take appropriate action to solve issues, and communicate effectively to wider audiences.

Team & Environment

You will be part of the Client Care support team, managing a team of Sr. Client Care Representatives.

Work Mode

This role follows a hybrid work model.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.