Senior Client Care Consultant (Payments)

Location: Bogotá, Colombia; hybrid with at least 3 days in the office. The role includes rotational overnight shifts, weekend coverage, and local country holiday support.

Company

hirify.global provides global payment technology connecting consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Manage a portfolio of production support cases while meeting productivity and quality expectations.
• Act 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 issues.
• Own critical client-impacting incidents and escalations, including major incident management, operational bridge calls, and client communications.
• Lead assigned shifts while monitoring queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks.
• Coordinate Product, Technology, Operations, Workforce Management, Command Center, and Leadership teams to maintain service continuity.

Requirements

• At least 5 years of experience in technical support, payment operations, client services, software support, incident management, or a related field.
• Bilingual English and Spanish communication skills required.
• Experience managing complex client escalations and production environments.
• Ability to balance individual case ownership with operational or team coordination responsibilities.
• Strong analytical, troubleshooting, communication, decision-making, and stakeholder-management skills.
• Experience coaching or mentoring team members in complex support environments.

Nice to have

• Experience with CyberSource, payment gateways, eCommerce platforms, payment integrations, or transaction-processing environments.
• Knowledge of REST APIs, JSON, XML, web technologies, and security concepts.
• Experience with global follow-the-sun support, incident management, queue management, service-level monitoring, and operational oversight.
• Portuguese language skills.
• Experience as a shift lead, queue manager, incident commander, escalation manager, or operational lead.

Culture & Benefits

• Work within a global follow-the-sun support organization.
• Collaborate across Client Services, Product, Technology, Workforce Management, Command Center, and Operations.
• Scheduling follows local labor laws, hirify.global policies, compensatory time-off requirements, and legal rest-day rules.
• Support clients and partners across global payment operations.