Supervisor - Customer Support

As a Customer Support Senior Specialist at Convera, we are seeking motivated, experienced, and passionate individuals to deliver exceptional customer experiences in the global FinTech industry. Join our team to maximize customer satisfaction and retention by providing high-quality support through various channels to both internal and external clients while meeting SLA and KPI targets. Your role will involve resolving complex client issues, managing escalations, and driving service excellence. You will be instrumental in identifying process improvements, implementing best practices, and collaborating with cross-functional teams to enhance the overall client experience. Key Responsibilities: - Support internal customer support and dealer teams in workload management and resource allocation. - Evaluate customer feedback to enhance customer satisfaction. - Provide reporting to internal and external clients and ensure smooth day-to-day processing. - Collaborate with Front and Middle office teams to deliver exceptional customer service. - Adhere to compliance and regulatory requirements while delivering high-level customer service. - Work independently or within a team, whether in an office or remote setup. Leadership and Strategic Thinking: - Maintain oversight of teams to ensure effective planning and review of service priorities. - Collaborate with operational leaders locally and globally for resource coordination and cross-training opportunities. - Support employee engagement initiatives and create an inclusive environment for colleague motivation and wellbeing. - Drive process improvements and changes to working practices. Service Delivery Management: - Promote client centricity and ensure seamless client experience across the team. - Manage service delivery efficiently to meet performance targets and adherence to SLA standards. - Build and maintain excellent relationships with external and internal clients. - Lead efficiency initiatives and change programs to meet business goals. Continuous Improvement and Change Management: - Implement process improvements to enhance client experience. - Update Standard Work Procedures with global alignment. - Manage Business Continuity planning and regular reviews. - Share best practices and learnings across teams. Communication and Stakeholder Management: - Communicate effectively with team members, global peers, and internal stakeholders. - Share information and best practices supporting high-quality services to clients. Required Qualifications: - Proficiency in MS Outlook, Excel, Word, and PowerPoint. - High school diploma or equivalent; degree preferred. - Experience as a senior escalation point in high-volume service environments. - Strong problem-solving skills and a track record of delivering high-quality service. - Experience driving process improvements. Preferred Skills: - Coaching and developing colleagues. - Excellent communication skills with senior stakeholders. - Ability to resolve objections and complaints professionally. - Familiarity with internal systems, FX markets, and accounting practices. - Commercial awareness in client service delivery. - Attention to detail, professional phone manner, and self-motivation. About Convera: Convera values diversity and inclusion, celebrating people from different backgrounds and lifestyles. We offer competitive perks and benefits, including a competitive salary, annual bonus opportunity, career growth, and a flexible work environment. Join us at Convera for an exciting opportunity to work with a global team in a fast-paced, innovative environment, where your contributions are valued and rewarded.,