Customer Support & Experience Lead – Analyst

About the role

Visa is seeking a Customer Support & Experience Lead – Analyst to oversee Visa Pay support operations in the Democratic Republic of Congo. The role will manage day‑to‑day case handling, analyse customer issues and turn insights into improvements across the onboarding, cash‑in/cash‑out, application and service journeys.

Key responsibilities

• Track, triage and follow up on Visa Pay‑related incidents, ensuring timely resolution.
• Provide operational support to partner banks, sales leaders and field teams on customer‑facing issues.
• Analyse root causes of issues across onboarding, CICO, application, communications and servicing journeys.
• Maintain support dashboards, SLAs and issue logs; escalate significant trends.
• Deliver weekly voice‑of‑customer insights to refine scripts, journey design, FAQs and training materials.
• Coordinate resolution with operations and product teams and validate closure with field teams.
• Build and maintain support documentation, knowledge bases, escalation processes and response templates.

Required profile

• Minimum 2 years of experience in customer support, service operations, QA or customer experience management.
• Bachelor’s degree (or higher).
• Strong analytical ability to identify patterns and root causes.
• Experience managing support cases, SLAs and issue‑tracking systems.
• Excellent written and verbal communication skills with demonstrated empathy and attention to detail.
• Preferred experience in fintech, digital payments, telecommunications or similar customer‑operations environments.

Required skills