Convera · 18 hours ago
Customer Support Associate
Santa Ana
Full-time
Hybrid
Entry Level
1+ years expConvera is the largest non-bank B2B cross-border payments company in the world. As a Customer Care Specialist, you will be responsible for providing exceptional care to customers, ensuring a seamless customer experience, and driving improvements in service delivery.
InternetPaymentsSoftware
Responsibilities
Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment
Quickly identify and solve problems of diverse scope on the spot
Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues
Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”
Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them
Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations
Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints
Required to work on projects and assist with business improvements
Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view
Qualification
Required
A minimum of 1 year of related experience with a Bachelor's degree; or equivalent work experience
Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders
A passion for Best-in-Class Customer Care, a Customer Champion
Passion for providing exceptional customer experience
Strong problem solving and conflict resolution capabilities
Ability to learn and adapt quickly to new technology and processes
Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization
The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes
Good knowledge of MS applications
Preferred
Experience in customer-facing role with direct responsibility of managing customers
Experience with data analytics tools such as Power BI, Tableau
Excellent attention to detail
Ability to communicate in more than one language
Benefits
Oportunidad de obtener un bono anual (según nivel del puesto)
Excelentes oportunidades de crecimiento y desarrollo profesional en una organización global
Seguro médico, de vida y discapacidad
Modalidad híbrida (2 días en oficina: lunes y martes)
Días libres, vacaciones y licencias por eventos de vida (maternidad, paternidad, adopción)
5 días al año para voluntariado
Company
Convera
Convera is a global leader in commercial payments.
1001-5000 employees
H1B Sponsorship
Convera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (10)
2023 (15)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$20MKey Investors
Mayfield Fund
2006-01-01Acquired
2001-10-01Series C· $20M
Leadership Team
💳 Patrick Gauthier
Chief Executive Officer
Michael Bourque
EVP & CFO
Recent News
2025-09-17
MarketScreener
2025-03-21
2023-07-13
Company data provided by crunchbase