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,…