Customer Support & Escalations Lead – Fintech Payments

Convera; Singapore; Hybrid; SGD 62,000 - 71,000; Full time

Job summary

Convera in Singapore is seeking a Customer Support & Case Management professional to manage customer interactions across phone, case management, and digital channels, owning complex inquiries from investigation through resolution while balancing operational and risk considerations.

You will support transaction processing, ensure compliance with regulatory requirements, mentor team members, and contribute to process improvements.

Qualifications

• At least 2 years’ customer service experience by phone and email.
• Some managerial/team leader responsibilities are a plus.
• Fluent English; Singapore Permanent Resident or Citizen are required.
• Mandarin or Cantonese language skills are a plus.
• Experience in payments/financial services is highly regarded.

Responsibilities

• Manage customer interactions across phone, case management, and digital channels.
• Take ownership of complex customer inquiries and escalated cases from investigation through to resolution.
• Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations.
• Act as an escalation point for customer, transaction, and process-related enquiries.
• Process and validate customer transactions in accordance with procedures, SLAs, and regulatory requirements.
• Investigate and resolve transaction-related issues; maintain documentation across systems.
• Support audits, compliance, and regulatory changes; contribute to process improvements.
• Provide guidance and mentorship to colleagues; assist with onboarding and development of new team members.
• Share insights to improve service delivery and operational performance.

Skills

Customer support

English fluency

Leadership experience

Regulatory/compliance

Job description

Convera in Singapore is seeking a Customer Support & Case Management professional to manage customer interactions across phone, case management, and digital channels, owning complex inquiries from investigation through resolution while balancing operational and risk considerations.

You will support transaction processing, ensure compliance with regulatory requirements, mentor team members, and contribute to process improvements.