Customer Support Specialist

Working Model: Hybrid, with onsite working 2–3 days per week.
Working Hours: Monday to Friday, 10 a****m–7 pm.
Contract type: Full-time, Permanent

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the permanent legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.

Convera is seeking a Customer Support Specialist (French or German speaker) to join the team in a critical individual contributor role that combines advanced customer support, transaction processing, and collections-related responsibilities. The Specialist will operate with limited supervision, applying sound judgment, strong operational expertise, and established procedures to resolve customer inquiries, manage escalations, process transactions, and support the resolution of overdue or exception positions. This role plays a key part in delivering service excellence, mitigating operational risk, and driving continuous improvement initiatives. The successful candidate will also serve as an informal escalation point and mentor within the team, supporting colleagues and helping to promote best practices across customer operations.

You will be responsible for:

• Managing customer interactions through phone, case management, and digital channels, delivering a high standard of service and support.
• Taking ownership of complex and escalated cases, investigating issues and driving resolution while balancing customer outcomes, operational efficiency, and risk.
• Processing and validating customer transactions in line with established procedures, SLAs, and regulatory requirements.
• Acting as an escalation point for Associates, providing guidance on customer, transaction, and process-related queries.
• Investigating overdue or unresolved balances and supporting reconciliation and collections activities.
• Maintaining accurate documentation and ensuring compliance with regulatory, legal, and internal policy requirements.
• Supporting service delivery and customer experience for some of the region's most important and strategic customers.
• Building strong partnerships with Sales, Compliance, and Operations stakeholders.
• Supporting the Team Lead with day-to-day operational activities and contributing to team success and business continuity.
• Demonstrating a positive example for colleagues by sharing knowledge, supporting team initiatives, and promoting best practices across operations.
• Showing initiative in identifying opportunities for process improvements and contributing ideas that enhance customer experience and operational efficiency.
• Supporting the onboarding and development of team members through knowledge sharing, best practice and collaboration, with guidance from the Team Lead where appropriate.
• Managing workload priorities effectively to meet service quality standards, SLAs, and KPI targets.
• Consistently delivering against customer experience, productivity, quality, and compliance objectives.

You should apply if you have:

• 3+ years of experience in customer support, payments operations, collections or related operational environments.
• Experience handling complex customer scenarios and escalations, with an interest in further developing client relationship management skills.
• Strong collaboration skills and the ability to build effective working relationships across teams and stakeholders.
• Demonstrated ability to work independently while following defined procedures and guidance.
• Experience managing escalations and non-routine scenarios within clear frameworks.
• Strong analytical, documentation, and problem-solving skills.
• Clear written and verbal English communication skills with the ability to influence outcomes.
• Professional fluency in either German or French (written and verbal).
• Strong attention to detail, accuracy, and compliance.
• Customer-centric mindset with professionalism and resilience.
• Strong ability to manage multiple work types in a fast-paced environment.
• Ability to remain effective under pressure while managing complex or sensitive customer situations.
• Demonstrated ability or strong interest in mentoring colleagues, sharing knowledge, and contributing to team development.
• Continuous improvement mindset and willingness to drive own development.

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 to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. 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 monthly gross salary starts at 2,617 EUR
• Additional language bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work (6-10 days per month in the office)
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Work from abroad 60 days per year
• 3 wellness days per year
• Paid volunteering opportunities (5 days per year)

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.

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