Sr. Manager Technical Support Operations

Visa
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Client-facing communication","People leadership","Organizational skills","Analytical thinking","Problem-solving"]

Lead a technical support team within the Elite Care organization supporting Cardinal (VCAS and Centinel) across North America. Own regional post-production performance for merchants, issuers, developers, and partners, including case volume, service levels, quality, and client satisfaction. Drive complex escalations, incident management coordination, process improvements, and adoption of tools, automation, AI, and knowledge management to improve resolution and readiness for launches and system enhancements.

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FursaFursa
Visa
Visa
3 days ago

Sr. Manager Technical Support Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead a technical support team within the Elite Care organization supporting Cardinal (VCAS and Centinel) across North America. Own regional post-production performance for merchants, issuers, developers, and partners, including case volume, service levels, quality, and client satisfaction. Drive complex escalations, incident management coordination, process improvements, and adoption of tools, automation, AI, and knowledge management to improve resolution and readiness for launches and system enhancements.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a technical support team for post-production client support, issue resolution, and escalation management.
  • •Own regional operational performance (case volume, backlog/aging, service levels, productivity, and client satisfaction/quality).
  • •Drive accountability for case ownership, communication, prioritization, and timely follow-through.
  • •Lead complex, high-visibility client escalations and ensure resolution plans and internal alignment.
  • •Improve processes and incident management by identifying gaps and risks, using data/reporting, and promoting tools/automation/AI/knowledge management.

Key Requirements

  • •10+ years of work experience with a bachelor’s degree (or 8+ years with an advanced degree, or 3+ years with a PhD).
  • •Minimum 10 years of in-depth technical experience in a technology company, technical support, or web/software development environment.
  • •Bachelor’s degree required and English language fluency required.
  • •Strong client-facing experience communicating with technical and business stakeholders while maintaining organization and attention to detail.
  • •Experience leading direct reports and demonstrating leadership, including performance management and cross-country/region operations.
Experience:10+ yearsPaymentsTechnical supportClient servicesEnterprise softwareE-commerce
Education:Bachelor's
Skills:Client-facing communicationPeople leadershipOrganizational skillsAnalytical thinkingProblem-solving
Languages:English
Tech Stack:CardinalVCASCentinel3DS3DS 2.xCyberSourceAPIsAuthenticationIncident managementPayment processing

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
Glassdoor: 3.8
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