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Lead Customer Support & Experience Analyst for Visa Pay in Kinshasa, focusing on case management, root cause analysis, and customer journey improvements.
Hybrid role with onsite requirement, leveraging data dashboards, SLAs, and cross‑functional coordination to enhance Pay customer experience.
About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Customer Support & Experience Lead — Analyst is responsible for overseeing Visa Pay customer support operations in the Democratic Republic of Congo (DRC). This role ensures effective management of customer issues while leveraging support insights to continuously enhance the overall customer experience.
The position involves managing end-to-end case handling processes, identifying recurring issues, and collaborating with cross-functional teams to drive timely resolutions. The role also plays a key part in transforming customer feedback into actionable improvements across onboarding, cash-in/cash-out (CICO), application usage, communication, and servicing journeys.
Essential Functions
- Manage day-to-day case tracking, triage, and follow‑up on issue resolution for 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, ensuring timely escalation of significant trends.
- Develop and deliver weekly voice‑of‑customer insights to improve customer scripts, journey design, FAQs, and training materials.
- Coordinate issue resolution with operations and product teams, and validate closure with field teams.
- Build, update, and maintain support documentation, including knowledge bases, escalation processes, and standardized response templates.
Qualifications
Basic Qualifications:
Minimum of 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 with the ability to identify patterns and determine root causes of issues.
Experience managing support cases, SLAs, and issue tracking systems.
Strong written and verbal communication skills.
Demonstrated empathy, attention to detail, and strong execution discipline.
Preferred Qualifications:
Experience in fintech, digital payments, telecommunications (telco), or customer operations environments.
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.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.