Sr. Consultant, Elite Care (CyberSource)

Location: Pasay, Manila, Philippines; hybrid with at least 3 designated office days per week and remote work based on business needs. Rotational overnight shifts, weekend coverage, and local country holiday support may be required.

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Manage an assigned portfolio of production support cases while meeting productivity and quality expectations.
• Serve as a CyberSource and hirify.global 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 critical client-impacting incidents and escalations, including major incident activities, 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, Leadership, Workforce Management, and Command Center teams to maintain service continuity across global Follow-the-Sun operations.

Requirements

• 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 for engagement at all organizational levels.
• Experience managing complex client escalations and production environments.
• 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.

Nice to have

• 6+ years of relevant work experience.
• Experience with CyberSource, payment gateways, eCommerce platforms, or payment-processing environments.
• Client-facing experience managing technical and operational issues.
• Experience with API technologies, web services, payment integrations, transaction processing, REST APIs, JSON, XML, web technologies, and security concepts.
• Experience in a global Follow-the-Sun support environment, including incident management, queue management, and operational oversight.
• Leadership and stakeholder-management capabilities without direct people-management responsibility.
• Experience as a shift lead, queue manager, incident commander, escalation manager, or operational lead in client support.
• Experience managing service levels, workload balancing, backlog reduction, and operational risk mitigation during overnight, weekend, or holiday coverage.
• Strong understanding of customer support KPIs, including SLA attainment, backlog management, aging performance, response times, productivity, and client satisfaction metrics.
• Spanish, Portuguese, Mandarin, Korean, or Japanese language skills.

Culture & Benefits

• Hybrid work arrangement with at least 3 designated office days per week.
• Remote work flexibility based on business needs.
• Scheduling aligned with local labor laws, hirify.global policies, compensatory time off, and legal rest-day requirements.
• Work within a global support organization focused on client outcomes, operational excellence, collaboration, and continuous improvement.