Manager - Customer Support

The Manager is accountable for delivering high-quality, responsive customer outcomes, consistently achieving SLAs and KPIs, reducing resolution times, and driving customer satisfaction and retention. The role is responsible for designing and delivering long-term solutions that address immediate business needs while balancing service quality, cost, and efficiency.  
This position manages end-to-end service delivery across multiple related operational areas, which may include Customer Care, Order Entry, and Collections. Decisions made in this role directly impact departmental costs, performance, and objectives, with influence on business targets extending up to one year. 

• The Manager leads, develops, and motivates a team of People Managers and individual contributors, ensuring the right capability and capacity are in place to meet evolving business demands. This includes responsibility for hiring, onboarding, performance management, coaching, engagement, and retention across both on-site and remote teams. 
• The role actively contributes to succession planning, builds subject matter experts and leadership capability within the team, and creates an inclusive environment where performance, wellbeing, and accountability are balanced. Workforce and capacity planning, including utilization, absenteeism, and overtime management, are key areas of ownership. 

• The Manager role-models customer champion behavior and drives consistent, high-quality customer experience across teams. They embed a First-Time Resolution and Right-First-Time culture, ensuring timely and effective issue resolution. 
• The role owns complex, sensitive, or escalated customer issues, resolving locally where appropriate and escalating to senior leadership when required. The Manager proactively identifies emerging service risks or trends and implements preventative actions to protect customer outcomes and service continuity. 

• The Manager owns driving performance against SLAs, KPIs, productivity, and cost drivers, taking corrective action to balance service, cost, and capacity outcomes. They lead to the consistent execution of end-to-end processes, ensuring compliance with policies and procedures while driving efficiency. Producing clear and concise performance reporting, highlighting trends, risks, root causes, and agreed corrective actions. The role uses data and insights to inform decisions, prioritization, and continuous improvement. 

• The Manager determines appropriate skills, resources, and stakeholders required to deliver operational objectives. The role manages and evolves policies, procedures, and standards, adapting approaches and methods to simplify or extend solutions for optimal results. 
• The Manager executes operational plans aligned to broader business priorities and contributes to the development of new or improved ways of working that increase service resilience and operational effectiveness. 

• The Manager embeds a continuous improvement mindset and leads improvement initiatives informed by performance data and customer insights. They identify opportunities to reduce inefficiency, minimize handoffs, and improve resolution speed and quality. 
• The role leads Change Management initiatives, acting as a change sponsor to ensure adoption of new processes, tools, or structures. Change impacts are assessed, communicated clearly, and reinforced through leadership behaviors and performance management. 

• Operating with a high degree of independence, the Manager understands interdependencies across functions and collaborates with internal partners to achieve shared objectives. They communicate effectively across the organization, presenting recommendations, performance outcomes, and improvement proposals. 
• The role uses influence and persuasion when delivering messages relating to complex or sensitive matters and builds productive, outcome-focused working relationships across multiple teams and disciplines. 

• The Manager may manage multiple teams through People Managers or direct Individual Contributors. The role addresses diverse and complex operational issues, assesses risk, and adapts methods or approaches to achieve the best outcomes. 
• Decisions made in this position impact on departmental performance, operational cost, and customer outcomes, with a planning and impact horizon of up to one year 

• 5+ years leading managers and experience leading remote teams in KPI/SLA-driven environments. 
• Demonstrated subject matter expertise across related operational and customer disciplines; recognized for strategic impact and judgment. 
• Strong communication skills, including executive-level communication and storytelling with data. 
• Change leadership and continuous improvement experience (lean/six sigma, automation, knowledge management). 

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, result-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.