Supervisor - Customer Support

**Senior Specialist -Customer Support**

As a **Customer Support Senior Specialist with Convera**, we are looking for motivated, experienced and passionate people to provide world-class customer experience. Someone who wants to unleash his/her potential for a global FinTech that is passionate about moving money for the better.

If so, join Convera as a Customer Support Senior Specialist. In this role, you will be responsible for ensuring the efficient delivery of high-quality, responsive support via electronic and telephone channels to both internal and external clients, focusing on pre
- and post-transaction activities in alignment with SLA and KPI targets that drive customer satisfaction and retention.

This position centers on resolving complex client issues, managing escalations, and driving service excellence across the support function. You'll play a key role in identifying process improvements, implementing best practices, and collaborating cross-functionally to enhance the overall client experience.

Strong leadership and communication skills are essential, as you'll serve as a senior member of the team — providing guidance, supporting colleagues, and helping drive change management initiatives. You'll play a key role in fostering continuous improvement and ensuring the team delivers consistent, high-quality service.

**You will be responsible for**:

- Provide support to all internal and external customers. Handling pre and post-payment queries, all while adhering to established SLAs and exacting quality benchmarks.
- Support Internal customer support and Dealer support teams with workload management and resource allocation.
- Evaluate customer feedback and identify ways to maximise customer satisfaction.
- Running, analysing, and providing reporting to internal and external clients.
- Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise.
- Working closely with our Front and Middle office teams to provide our clients with unrivalled levels of customer service.
- Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients.
- Working independently or within a team, whether in an office or remote setup.

**Leadership and Strategic Thinking**
- Maintain oversight of teams to ensure effective planning and review of service priorities is completed on a frequent basis encouraging active participation and recognition to build employee engagement
- Collaborate with other Operational leaders locally & globally to coordinate resource levels and cross-training opportunities.
- Support the implementation of employee engagement initiatives to create an inclusive environment and to maximize colleague motivation and wellbeing.
- Demonstrate a global approach to process improvements and changes to working practices

**Service Delivery Management**
- Lead by example in promoting Client centricity, ensuring this ethos is embedded across the team and delivery processes to support a seamless Client Experience
- Manage the efficient delivery of services, ensuring that resource levels are matched to business and Client requirements and are within budget, to support operational resilience, driving efficient and fair outputs across the team.
- Manage service delivery to ensure performance targets are met, KPI's delivered and adherence to SLA standards, ensuring quality assurance checks are undertaken for individuals across electronic/telephony/SFDC channels
- Build and maintain excellent working relationships with external and internal clients, offering timely support and advice which meets their requirements, managing queries. Ensure risks are effectively managed, resolving, or escalating issues, as appropriate, to reduce retention risk.

**Continuous Improvement and Change Management**
- Lead efficiency initiatives and change programs to meet business goals
- Identify and implement process improvements to enhance client experience
- Oversee timely updates to Standard Work Procedures with global alignment
- Manage Business Continuity planning and regular reviews
- Collaborate across teams to ensure clear communication and understanding of changes
- Capture and share learnings and best practices to inform future actions

**Communication and Stakeholder Management**

Communicate effectively with team, global peers, and internal stakeholders, sharing information and best practices which supports high quality services to clients

**Required Qualifications**
- Proven experience with MS Outlook, Excel, Word, and PowerPoint
- High school diploma or equivalent; degree preferred
- Proven experience acting as a senior escalation point for client-facing teams in high-volume service environments
- Strong problem-solving skills with resilience under pressure
- Track record of delivering responsive, high-quality service
- Experience driving process improvements to enhance efficiency and cu