Customer Support Lead - FinTech & Payments (Singapore)

Convera; Singapore; On-site; SGD 62,000 - 71,000; Full time

Benefits offered by this job

Market salary + annual bonus

Career growth in a global organization

Flexible work approach

Paid holidays and leave policies

Volunteer opportunities

Job summary

Convera in Singapore is seeking a Customer Support Specialist to manage customer interactions across phone, case management, and digital channels, resolving complex inquiries from investigation to resolution.

You will work to meet SLAs, support regulatory compliance, mentor teammates, and contribute to process improvements while delivering best-in-class service in a fintech/payments environment.

Qualifications

• At least 2 years of customer service experience by phone and email; financial services preferred.
• Some managerial/team leader responsibilities (e.g., coaching, escalation handling).
• Fluent English; Singapore Citizenship or Permanent Residency required.
• Mandarin or Cantonese language skills preferred but not essential.
• Experience in payments, fintech, or financial services is highly regarded.
• Strong written and spoken communication with internal stakeholders.
• Attention to detail and a customer-first mindset.
• Ability to learn and adapt quickly to new technology and processes.

Responsibilities

• Manage customer interactions across phone, case management and digital channels.
• Own complex customer enquiries and escalated cases from investigation to resolution.
• Deliver timely, professional, customer-focused solutions balancing operations and risk.
• Act as escalation point for customer, transaction and process-related inquiries.
• Analyze complex scenarios to determine appropriate resolutions and escalate risks as needed.
• Process and validate customer transactions following SLAs and regulatory requirements.
• Maintain accurate documentation across support and operations systems.
• Support continuous improvement initiatives and cross-functional projects.

Skills

Customer service

Phone & email support

Communication skills

Regulatory compliance

Attention to detail

Problem solving

Team mentoring

Mandarin/Cantonese (preferred)

Job description

Convera in Singapore is seeking a Customer Support Specialist to manage customer interactions across phone, case management, and digital channels, resolving complex inquiries from investigation to resolution.

You will work to meet SLAs, support regulatory compliance, mentor teammates, and contribute to process improvements while delivering best-in-class service in a fintech/payments environment.