Lead Client Support Specialist, Card Operations
Skills
ChargebacksCross-Team CollaborationData IntegrityISO StandardsProduct LeadershipService OrientationService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Deep knowledge of the card lifecycle including issuance activation authorization clearing settlement chargebacks and reconciliation
- Hands-on experience reading ISO 8583 messages and diagnosing authorization logs STIP behavior response codes and settlement files
- Strong familiarity with at least one network rulebook such as Visa or Mastercard and the dispute and chargeback lifecycle
- Proficiency with card platform systems and configuration tools including BIN setup card profiles and tokenization
- Comfort using SQL and log-querying tools such as Splunk Kibana or Datadog for investigation
- Strong analytical and problem-solving skills with attention to detail
- Ability to lead and coordinate high-severity card incident response with professionalism and composure
- Excellent written communication skills for explaining technical card failures to engineers and risk officers
- Strong cross-team collaboration and client interaction skills
- Service-oriented mindset with commitment to client support and issue resolution
Nice to have
- Calm under pressure
- Detail oriented
- Client focused
- Collaborative
- Organized
- Technical leadership
Day to day
- Serve as the senior technical resource for the Cards Support team, resolving complex issues across authorization clearing settlement disputes chargebacks BIN setup tokenization and ISO 8583 message flows.
- Lead Sev1 and Sev2 incident coordination acting as incident commander and keeping Tier 1 Tier 2 Engineering Product and clients aligned with clear timely updates.
- Create and maintain runbooks decision trees knowledge base articles and RCA documentation while improving workflows service reliability and client satisfaction.