Customer Support Supervisor

The Client Support Supervisor is accountable for the efficient delivery of high quality and responsive electronic and telephone-based services to Internal and External Clients in relation to pre- and post-transaction activity, in accordance with SLA’s and KPI’s, which drive Customer satisfaction and retention. This role is accountable for leading, developing and motivating a team to deliver consistent high performance and a seamless Client Experience. This may include both on-site and remote team management depending on changing geographical composition of the team. 

This role is primary responsible for the performance and development of our people; creating an environment which encourages continuous improvement and empowering team members to identify and implement process changes and efficiencies. 

The person in this role will need to show strong leadership skills and help individuals navigate through Change Management programs. 

Objective of this role 

• Provide guidance, direction, and support to enable Team members to build and maintain the capability and capacity of their teams to optimize performance and consistently deliver a high quality, responsive service to Clients 


• Drive a seamless customer experience that creates positive sentiment for Convera brand.


• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.


• Lead the team and business goals by delivering Best in Class service to Convera customers. 

Responsibilities 

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


• Recruit and develop appropriately skilled individuals.


• Review and maintain capacity planning in line with changing strategic objectives


• 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 

• Demonstrate strong leadership in driving efficiencies and managing change programs to ensure business objectives are met


• Support the review and development of process and service delivery, identifying potential improvements and efficiencies which continually enhance the Client experience


• Maintain oversight to ensure timely reviews and updates of Standard Work Procedures are completed and brought to global oversight


• Take a lead role in managing Business Continuity ensuring departmental plans are reviewed and revised on an ongoing basis


• Collaborate with internal and external stakeholders to ensure a shared understanding and awareness of the rationale for, nature, timing, and impact of any changes.


• Ensure any knowledge, learning arising from change implementation and identified best practice is captured, shared, and applied to inform future decisions and 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 skills and qualifications 

• High School Diploma / Degree or equivalent level of qualification


• Experience in managing people  


• Experience of leading developing and motivating Client facing teams undertaking high volume transactional services


• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.


• Experience of managing high quality, responsive services within a service focused environment,


• Experience of identifying, implementing, and driving improvements in systems, processes, and practices to improve efficiency and enhance the Client/Customer experience.


• Good knowledge of MS applications 

Preferred skills and qualifications 

• Skilled in coaching, leading, and developing colleagues 


• Solid computer skills with ability to use MS Excel, Word, PowerPoint


• Ability to identify and implement ways of improving efficiency


• Excellent written and verbal communication skills to c suite level


• Ability to handle and resolve objections and complaints


• Knowledge of internal and client facing systems - desirable


• Knowledge of FX markets – desirable


• Familiarity with Accounting practices-desirable


• Commercial awareness in relation to Customer/Client service delivery - preferred


• Communication, listening and influencing skills with a professional and confident style


• Ability to motivate others to deliver service excellence to Customers


• Skilled in coaching, leading, and developing colleagues


• High degree of accuracy and attention to detail


• Professional telephone manner with an ability to develop rapport with external customers


• Ability to think strategically


• High degree of self-motivation


• Ability to meet deadlines/sense of urgency


• Ability to remain resilient and focused under pressure


• Strong team player


• Collaborative working skills, ability to network effectively and to build effective working relationships with a wide range of internal stakeholders. 

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


• Great career growth and development opportunities in a global organization


• A flexible approach to work (This role is Hybrid- 3 days in the office)


• Generous insurance (health, disability, life) and retirement programs


• Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)


• Paid volunteering opportunities 


• 3:30-10:30pm, Sunday to Thursday.