Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

The Merchant Support Team Lead position will be part of our Award-Winning Customer Support team. The Team Lead is responsible for managing a team of Client Care Representatives taking inbound merchant requests through telephone calls, emails and chat sessions. This position is located in Lehi, Utah.

This position leads and is responsible for the coaching and development of a team of Client Care Representatives.  Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors.  A successful Team Lead consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  World-class service towards engaging and supporting client objectives rounds-out the manager role.

Responsibilities: 

• Deliver world-class customer service through monitoring and coaching teammates
• Champion a world-class Employee and Customer experience
• Promote employee Engagement
• Facilitate career development among team members
• Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics
• Ensure Attendance and Adherence expectations are met
• Partner with workforce planning teams to deliver around-the-clock support 
• Actively participate in hiring and development of support and mentor staff members
• Partner across teams and departments for process improvement
• Goal setting with peers
• Partner with Teammates to agree on and monitor Performance plans
• Participate in and lead customer experience calibration sessions
• Conduct regular evaluations and provide performance and behavior feedback to Teammates
• Coach for consistent improvement
• Compliance to Key Controls, timekeeping and other policies
• Demonstrate and model Visa behaviors 
• Execute Leadership strategies and tactics

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Minimum of 2 years management experience in a contact center environment and/or relevant internal leadership experience required.
• Considerable knowledge of customer service principles, practices and procedures is required.
• Knowledge of Credit Card Processing industry extremely beneficial
• Ability to contribute to a diverse and collaborative culture
• Proven ability to coach, mentor and manage customer support representatives.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Familiarity with CRM and Workforce Management systems
• Ability to compile data and identify trends.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 57,600.00 to 72,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.