Customer Support Specialist

About the role

Convera, the largest non-bank B2B cross-border payments company in the world, is hiring an experienced Customer Support Specialist. The specialist resolves a wide range of customer enquiries and manages escalations using established policies and procedures, with limited supervision. Building on the Customer Support Associate role, the specialist contributes to incremental improvements, supports change initiatives, acts as an informal leader and mentor, and runs quality assurance audits for junior roles.

Key responsibilities

• Independently handle inbound and outbound customer enquiries by phone, case, email and digital channels
• Create and update case notes, reports and supporting documentation for review and audit
• Resolve straightforward to moderately complex issues and manage escalations with clear guidance
• Deliver consistent First Contact Resolution (FCR) and service quality within role authority
• Analyse cases, spot patterns and process gaps, and suggest improvements to leadership
• Support complaint handling and regulatory requirements
• Manage simple end-to-end projects or process improvements under guidance
• Work with internal and external partners and collaborate across teams on service delivery and change initiatives
• Act as an informal deputy supervisor and escalation point, mentoring associates and running quality assurance audits
• Communicate clearly with customers, peers and stakeholders and support change management

Required profile

• 2 to 4 years of experience in customer support, service or contact centre environments
• Ability to work independently while following defined procedures
• Experience handling escalations and non-routine customer situations
• Strong analytical, documentation and problem-solving skills
• Clear written and verbal communication and confidence working across multiple processes and products

What we offer

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