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
Elite Care Escalated Support (ECES) is the integral third-line support function within Acceptance Solutions, providing expert technical support for complex client issues and critical service incidents. This role serves as a trusted advisor and escalation owner for enterprise clients, driving rapid resolution, improving the client experience, and partnering across Visa to deliver seamless outcomes.
The ideal candidate combines strong technical expertise with a client-first mindset,



takes end-to-end ownership of issues, leverages AI and automation tools to improve efficiency, and collaborates effectively across Product, Technology, Operations, and Client Services teams to identify and resolve root causes.
Key Responsibilities:
- Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution.
- Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach.
- Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
- Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
- Lead and coordinate high-severity incidents, including internal and external communications, stakeholder manageme

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