Supervisor - Customer Support

The Supervisor, Customer Support is responsible for the day-to-day management of teams delivering high-quality service across multiple operational areas. This may include Customer Care, Transaction Management, and Collections related activities. The role focuses on executing defined processes, managing short-term priorities, and ensuring consistent delivery against SLAs, KPIs, quality standards, regulatory requirements, and customer expectations.

The Supervisor applies sound judgement to manage operational risks, support resolution of complex or sensitive customer, transaction, or collections issues, and escalate systemic, policy, risk, or cross-functional matters to management. The role plays a critical part in enabling Managers by maintaining operational stability, performance discipline, and team readiness across multiple work types.

The Supervisor directly leads and develops a team who may perform different but related functions, including customer service, transaction management, and collections. The role provides clear direction, ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.

Responsibilities include supporting recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance. The Supervisor leads daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads. Attendance, wellbeing, and engagement are actively managed in line with company policies.

The Supervisor role-models customer champion behaviour and reinforces a Right-First Time and First Time Resolution culture across all service interactions. They support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related cases within defined authority levels.

The role ensures interactions are handled professionally, accurately, and compliantly, including complex transaction processing. Emerging customer, service, transaction, or credit risk trends are identified at a team level, addressed locally where possible, and escalated to Managers when broader intervention is required.

The Supervisor monitors and manages team performance against defined SLAs, KPIs, productivity, quality, accuracy, and utilization targets. They take corrective action to address variances and balance service quality, capacity, and cost within established parameters.

The role produces regular performance updates highlighting trends, risks, volume shifts, and corrective actions, contributing frontline insight to Manager-level operational and capacity decisions.

The Supervisor ensures consistent execution of end-to-end processes and adherence to documented procedures, controls, and regulatory requirements, particularly for transaction processing and collections-related work. They monitor compliance with defined authority levels and escalation paths.

The role identifies recurring issues, exceptions, or process gaps and provides data-backed recommendations for improvement. They design and implement short-term, practical solutions to local operational challenges and support Manager-led change initiatives by driving adoption and reinforcing new ways of working at the team level.

The Supervisor communicates clearly and effectively with team members, peers, and internal stakeholders across multiple functions, to support effective day-to-day operations and service delivery

They collaborate across functions to resolve operational issues, ensure smooth handoffs, and escalate complex or higher-risk matters appropriately, maintaining service continuity and compliance.

The Supervisor is accountable for the performance, engagement, and quality outcomes of a single team that may support multiple operational processes. The role manages difficult operational issues within defined guidelines, prioritises short-term work, and applies judgement within established policies and controls.

Decisions primarily impact team-level service, accuracy, and compliance outcomes, contributing to monthly performance objectives and providing operational input into departmental goals.

• High School Diploma or equivalent.
• Experience leading, developing, and motivating client-facing teams delivering high-volume transactional services (~2+ years preferred).
• Proven experience leading operational, SLA-driven customer support teams.
• Demonstrated ability to manage performance, prioritize effectively, and exercise sound judgement.
• Strong communication, problem-solving, and stakeholder management skills.
• Comfortable working with data to inform decisions and improvements.

Pune- WFO

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, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. 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.