Customer Support Associate

• Handle pre- and post-transaction queries across multiple channels (email, phone, live chat) 

• Provide accurate, timely responses and first-contact resolution wherever possible

• Escalate complex queries to relevant internal teams when needed

• Deliver professional, empathetic, and consistent support in every interaction

• Guide customers — including students — through processes such as submissions, account access, and documentation

• Proactively follow up with customers to gather required information and ensure resolution

Service Excellence & Performance

• Meet and exceed agreed SLAs and KPIs

• Maintain a high standard of quality and consistency across all interactions

• Build rapport with students and create a positive support experience

• Identify opportunities to improve the student journey and reduce friction points

Administration & Continuous Improvement

• Maintain accurate and up-to-date records in internal systems

• Ensure all student requests are tracked and completed within deadlines

• Support team initiatives and contribute to process improvements

• Share feedback and suggest enhancements to improve service delivery

Skills & Experience

Essential Skills

• Strong English, written and verbal communication skills

• Ability to ask effective questions to understand student needs

• Confident using digital systems and platforms (e.g. CRM, ticketing tools, MS Office)

• Professional and friendly communication style

• Strong attention to detail and accuracy 

• Ability to manage workload, prioritize tasks, and meet deadlines

• Resilient and able to handle challenging situations or complaints

• A proactive, self-motivated approach with a strong team mindset

Desirable Experience

• Experience in a customer-facing support or service role

• Background in education, financial services, or other regulated environments

• Experience working in a fast-paced, high-volume support environment

• Demonstrated commitment to delivering an excellent customer experience

What We’re Looking For

• A passion for helping customers succeed — whether they're students, businesses, or individual clients

• Someone who takes ownership and follows through on commitments 

• A confident communicator who is not afraid to speak up or suggest improvements

• A positive, adaptable individual who thrives in a team environment

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. With decades of expertise and innovative payment solutions, we help organizations move money smarter and more efficiently across the globe. We’re proud to support a diverse range of customers—from small businesses to global institutions—and we’re equally committed to building a workplace that values inclusion, collaboration, and growth.

What We Offer

• Competitive salary and annual bonus opportunities

• Career development in a global organization

• Flexible working approach

• A supportive and inclusive team environment

Ready to Apply?

If you’re ready to build a rewarding career helping students succeed while delivering exceptional support, we’d love to hear from you. 

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