Customer Support Associate

About the role

Convera, the largest non-bank B2B cross-border payments company in the world, is hiring a Customer Support Associate. The associate delivers consistent, high-quality support across phone, case, email and digital channels, resolves customer enquiries efficiently, ensures regulatory compliance and contributes to team performance metrics. The role suits someone who works with limited guidance, applies product knowledge and sound judgment, and escalates complex or sensitive matters to a senior team member or supervisor.

Key responsibilities

• Handle inbound and outbound customer interactions across phone, cases, email and digital channels in a fast-paced environment
• Resolve issues using established procedures, policies and product knowledge, escalating when required
• Pursue First Contact Resolution within defined authority levels and service guidelines
• Maintain accurate case documentation in case management systems to support auditability and follow-up
• Investigate multi-step customer issues, identify recurring problems and propose practical improvements
• Follow regulatory, legal and compliance requirements and support complaint handling within regulatory timelines
• Support onboarding and training of new team members and take part in team meetings, problem solving and quality reviews

Required profile

• At least 1 year of experience in customer support, service or a contact centre
• Strong written and verbal communication, able to explain complex or regulated information clearly
• Ability to follow procedures while applying judgment to multi-step issues, and strong problem-solving and conflict-resolution skills
• Professionalism, resilience and customer focus; multilingual capability is an advantage

Required skills

• Proficiency in standard business systems and tools
• Structured problem-solving and compliance awareness

What we offer

• Market-competitive salary
• Career growth and development in a global organisation
• Flexible hybrid work after the first month, with 2 days per week in the office (Tuesday mandatory)
• Health, disability and life insurance, paid holidays and leave for life events
• Paid volunteering opportunities (5 days per year)
• Shift hours Monday to Friday, morning shift 7:30am to 4:30pm