Visa

1 week ago

Customer Support & Experience Lead — Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Oversee Visa Pay customer support operations in the Democratic Republic of Congo, ensuring effective management of customer issues using support insights to improve customer experience. Lead end-to-end case handling, identify recurring problems, and collaborate cross-functionally to drive timely resolutions. Analyze root causes across onboarding, CICO, application usage, communications, and servicing journeys, while maintaining dashboards, SLAs, and issue logs. Deliver weekly voice-of-customer insights and keep support documentation up to date.

Location: Kinshasa

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Oversee day-to-day case tracking, triage, and follow-up to resolve Visa Pay-related incidents.
•Provide operational support to partner banks, direct sales team leaders, and field teams on customer-facing issues.
•Analyze and classify root causes of customer issues across onboarding, CICO, application, communications, and servicing journeys.
•Maintain and monitor support dashboards, service-level agreements (SLAs), and issue logs, escalating significant trends on time.
•Develop weekly voice-of-customer insights to improve customer scripts, journey design, FAQs, training materials, and support documentation.

Key Requirements

•Minimum 2 years of work experience with a bachelor’s degree, or an advanced degree.
•Experience in customer support, service operations, quality assurance (QA), or customer experience management.
•Strong analytical skills to identify patterns and determine root causes of issues.
•Experience managing support cases, SLAs, and issue tracking systems.
•Strong written and verbal communication skills with empathy, attention to detail, and execution discipline.

Experience:2+ yearsFintechDigital paymentsTelecommunications (telco)Customer operations

Education:Bachelor's

Skills:Analytical skillsCommunicationEmpathyAttention to detailExecution discipline

Company Brief

Visa

Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1958

Glassdoor: 3.8

Website LinkedIn Glassdoor

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Visa

1 week ago

Customer Support & Experience Lead — Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Kinshasa

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Oversee day-to-day case tracking, triage, and follow-up to resolve Visa Pay-related incidents.
•Provide operational support to partner banks, direct sales team leaders, and field teams on customer-facing issues.
•Analyze and classify root causes of customer issues across onboarding, CICO, application, communications, and servicing journeys.
•Maintain and monitor support dashboards, service-level agreements (SLAs), and issue logs, escalating significant trends on time.
•Develop weekly voice-of-customer insights to improve customer scripts, journey design, FAQs, training materials, and support documentation.

Key Requirements

•Minimum 2 years of work experience with a bachelor’s degree, or an advanced degree.
•Experience in customer support, service operations, quality assurance (QA), or customer experience management.
•Strong analytical skills to identify patterns and determine root causes of issues.
•Experience managing support cases, SLAs, and issue tracking systems.
•Strong written and verbal communication skills with empathy, attention to detail, and execution discipline.

Experience:2+ yearsFintechDigital paymentsTelecommunications (telco)Customer operations

Education:Bachelor's

Skills:Analytical skillsCommunicationEmpathyAttention to detailExecution discipline

Company Brief

Visa

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1958

Glassdoor: 3.8

Website LinkedIn Glassdoor