Customer Support Associate

Responsibilities

• Handle pre- and post-transaction queries across email, phone, and live chat
• Provide accurate, timely responses and aim for first-contact resolution
• Guide customers, including students, through account access, submissions, and documentation processes
• Escalate complex queries to relevant internal teams when necessary
• Meet and exceed agreed SLAs and KPIs while maintaining high quality standards
• Maintain accurate and up-to-date records in internal CRM and ticketing systems
• Proactively follow up with customers to ensure complete issue resolution

Requirements

• Strong English communication skills, both written and verbal
• Proficiency in using digital systems, including CRM, ticketing tools, and MS Office
• Ability to manage workload, prioritize tasks, and meet strict deadlines
• Strong attention to detail and high level of accuracy
• Ability to remain resilient and professional when handling challenging situations or complaints
• A proactive, self-motivated approach with a strong team mindset

Preferred Qualifications

• Previous 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

Benefits

• Competitive salary and annual bonus opportunities
• Career development opportunities within a global organization
• A supportive and inclusive team environment

About the Company

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.