Customer Support Associate

The Customer Support Associate delivers high quality, consistent customer support across multiple service channels by applying established processes, tools, and guidelines. The role focuses on resolving customer enquiries efficiently, ensuring regulatory compliance, and contributing to a positive end-to-end customer experience.

Working with limited guidance, the associate uses product knowledge and sound judgment to resolve well defined issues, escalating complex or sensitive matters to a senior team member or Supervisor with clear supporting recommendations. Through professional customer interactions, collaboration with peers, and continuous improvement efforts, the associate drives service excellence while contributing to team performance metrics aligned to broader company goals.

Core Responsibilities – Customer Support & Case Resolution

Handle inbound and outbound customer interactions across phone, case, email, and digital service channels in a fast-paced environment

Resolve customer issues using established procedures, policies, and product knowledge, escalating appropriately when required

Drive First Contact Resolution (FCR) within defined authority levels and service guidelines

Communicate clearly and professionally with customers, including explaining complex or regulated information in an understandable way

Maintain accurate case documentation in case management systems to support auditability, quality assurance, and follow-up actions

Demonstrate consistent adherence to quality, accuracy, and service targets tied to team performance

Problem Solving & Compliance

Apply structured problem-solving techniques to investigate customer issues with multiple steps or contributing factors

Identify patterns, recurring issues, or process gaps and suggest practical improvements to leadership

Follow regulatory, legal, and compliance requirements consistently, ensuring customers and the business are protected

Support complaint handling using defined frameworks, guidance, and templates to regulatory timeline

Teamwork

Collaborate closely with team members and internal partners to resolve customer issues efficiently

Support onboarding and training of new team members through knowledge sharing and peer coaching

Participates in team meetings, problem solving, and quality reviews

Required Skills & Experience

Minimum of 1 year of experience in a customer support, service, or contact center environment

Strong written and verbal communication skills with the ability to convey complex information clearly

Proven ability to follow defined procedures while applying judgment to resolve multi-step issues

Strong problem-solving and conflict-resolution skills

High level of professionalism, resilience, and customer focus

Proficient in standard business systems and tools

Multilingual capability is an advantage

Why Join Us

This Customer Support Associate role offers the opportunity to build strong expertise within Customer Care while delivering meaningful, high-quality support to our customers. You will work in a collaborative, fast-paced environment where your contribution directly impacts customer satisfaction, service quality, and team performance.

You will gain exposure to our products, processes, and regulatory framework, develop your problem solving and customer communication skills, and grow through continuous learning and peer collaboration. This role is ideal for individuals who are passionate about customer experience, take pride in delivering consistent service excellence, and want to develop their career within a dynamic, high growth organization.

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, Day shift: 7:00-4:00pm

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 Asociado de Soporte al Cliente brinda soporte de alta calidad y consistente a los clientes a través de múltiples canales de servicio, aplicando procesos, herramientas y lineamientos establecidos. El rol se centra en resolver consultas de los clientes de manera eficiente, garantizando el cumplimiento regulatorio y contribuyendo a una experiencia positiva de principio a fin.

Trabajando con supervisión limitada, el asociado utiliza su conocimiento de los productos y su buen criterio para resolver situaciones bien definidas, escalando asuntos complejos o sensibles a un miembro senior del equipo o al Supervisor, junto con recomendaciones claras que respalden la acción propuesta. A través de interacciones profesionales con los clientes, la colaboración con compañeros y los esfuerzos de mejora continua, el asociado impulsa la excelencia en el servicio mientras contribuye a las métricas de desempeño del equipo alineadas con los objetivos generales de la compañía.

Responsabilidades Principales – Soporte al Cliente y Resolución de Casos

Gestionar interacciones entrantes y salientes con clientes a través de llamadas telefónicas, casos, correo electrónico y canales digitales de servicio en un entorno dinámico y de alto volumen.

Resolver problemas de los clientes utilizando procedimientos, políticas y conocimientos de producto establecidos, escalando los casos cuando sea necesario.

Impulsar la Resolución en el Primer Contacto (FCR, por sus siglas en inglés) dentro de los niveles de autoridad y lineamientos de servicio definidos.

Comunicarse de manera clara y profesional con los clientes, incluyendo la explicación de información compleja o regulada de forma comprensible.

Mantener una documentación precisa de los casos en los sistemas de gestión, garantizando trazabilidad, control de calidad y seguimiento adecuado.

Demostrar un cumplimiento constante de los objetivos de calidad, precisión y servicio vinculados al desempeño del equipo.

Resolución de Problemas y Cumplimiento

Aplicar técnicas estructuradas de resolución de problemas para investigar situaciones de clientes que involucren múltiples pasos o factores contribuyentes.

Identificar patrones, problemas recurrentes o brechas en los procesos y proponer mejoras prácticas a la dirección.

Cumplir de manera consistente con los requisitos regulatorios, legales y de cumplimiento, garantizando la