Customer Support Specialist

The Customer Support Specialist is an experienced individual contributor responsible for resolving a broad range of customer enquiries and managing escalations using established policies and procedures. The role operates with limited supervision and applies sound judgment to deliver consistent, high-quality customer outcomes aligned to team and business objectives. Building on the Customer Support Associate role, the Specialist works tactically across multiple processes, products, and projects, contributing to incremental improvements, supporting change initiatives, acting as an informal leader and mentor within the team, and performing quality assurance audits for junior roles to help reinforce service standards, compliance, and coaching opportunities. While work is primarily guided by defined procedures, the Specialist may suggest variations in approach, refine solutions, and contribute to the development of new processes where needed. Core Responsibilities – Customer Support & Case Resolution Independently manage a variety of inbound and outbound customer enquiries across phone, case, email, and digital channels Create and update case notes, reports, and supporting documentation for review and audit purposes Resolve straightforward to moderately complex customer issues using approved procedures, tools, and judgment Manage defined escalations that have clear guidance and resolution frameworks Deliver consistent First Contact Resolution (FCR) and service quality outcomes within role authority Problem Solving & Compliance Analyze multiple factors within cases to determine appropriate actions and resolutions Identify patterns, recurring issues, or process gaps and suggest practical improvements to leadership Support complaint handling and regulatory requirements within defined guidelines Projects, Collaboration & Business Contribution May manage straightforward end-to-end projects or process improvements under guidance Build effective working relationships with internal and external partners to resolve issues efficiently Collaborate across teams to support service delivery, change initiatives, and operational improvements Understand how individual decisions impact team results and elements of broader business goals Support broader Customer Care function as needed. Leadership, Communication & Development Act as an informal/ deputy Supervisor and escalation point within agreed boundaries Mentor and coach Customer Support Associates by sharing knowledge and best practices Conduct quality assurance audits for junior roles, and identify coaching opportunities to improve consistency, compliance, and customer outcomes Role model company values, service excellence, customer advocacy, and operational best practices. Communicate straightforward, clear information to customers, peers, and stakeholders Present recommendations and provide advice to gain cooperation and alignment Support change-management activities and may constructively challenge existing ways of working Required Skills & Experience 2–4 years of experience in a customer support, service, or contact centre environment Demonstrated ability to work independently while following defined procedures and guidance Experience handling escalations and nonroutine customer scenarios within clear frameworks Strong analytical, documentation, and problem-solving skills Clear written and verbal communication skills with the ability to influence outcomes Confidence working across multiple processes, products, or initiatives simultaneously About Convera Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs. Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging. We offer an abundance of competitive perks and benefits including: Market competitive salary. Great career growth and development opportunities in a global organization. Expectation to work from the office during the first month.Afterward, a flexible hybrid work model is offered, requiring 2 days per week in the office (Tuesday is mandatory) Generous insurance (health, disability, life). Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption). Paid volunteering opportunities (5 days per year). Shift Hours: Monday to Friday, Morning shift: 7:30-4:30pm There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential. El Especialista en Soporte al Cliente es un colaborador individual con experiencia, responsable de resolver una amplia gama de consultas de clientes y gestionar escalaciones utilizando políticas y procedimientos establecidos. El rol opera con supervisión limitada y aplica un criterio sólido para ofrecer resultados consistentes y de alta calidad para los clientes, alineados con los objetivos del equipo y del negocio. Basándose en el rol de Asociado de Soporte al Cliente, el Especialista trabaja de manera táctica en múltiples procesos, productos y proyectos, contribuyendo a mejoras incrementales, apoyando iniciativas de cambio, actuando como líder informal y mentor dentro del equipo, y realizando auditorías de aseguramiento de calidad para roles junior con el fin de reforzar los estándares de servicio, el cumplimiento normativo y las oportunidades de desarrollo mediante coaching. Aunque el trabajo se guía principalmente por procedimientos definidos, el Especialista puede sugerir variaciones en los enfoques, perfeccionar soluciones y contribuir al desarrollo de nuevos procesos cuando sea necesario. Responsabilidades Principales – Soporte al Cliente y Resolución de Casos Gestionar de forma independiente una variedad de consultas entrantes y salientes de clientes a través de teléfono, casos, correo electrónico y canales digitales. Crear y actualizar notas de casos, reportes y documentación de respaldo para fines de revisión y auditoría. Resolver problemas de clientes que van desde sencillos hasta moderadamente complejos utilizando procedimientos, herramientas y criterio aprobados. Gestionar escalaciones definidas que cuentan con lineamientos claros y marcos de resolución establecidos. Brindar resultados consistentes en Resolución en el Primer Contacto (FCR) y calidad de servicio dentro del alcance de autoridad del rol. Resolución de Problemas y Cumplimiento Analizar múltiples factores dentro de los casos para determinar las accio