Customer Support Specialist

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

Customer Support Specialist - Singapore

Salary range $62,000 - $71,000 SGD ($5,100 - $5,900 per month)

Objectives of this role:

Customer Support & Case Management

• Manage customer interactions across phone, case management, and digital channels.
• Take ownership of complex customer enquiries 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.

Problem Solving

• Analyze complex customer and operational scenarios to determine appropriate resolutions.
• Identify potential risks, anomalies, and recurring issues, and escalated them when necessary.
• Ensure adherence to regulatory, legal, and internal policy requirements.
• Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards.

Transaction Processing & Operational Excellence

• Process and validate customer transactions in accordance with established procedures, service level agreements (SLAs), and regulatory requirements.
• Investigate and resolve transaction-related issues, exceptions, and discrepancies.
• Maintain accurate and up-to-date documentation across support and operational systems.
• Effectively manage workloads, queues, and priorities to achieve service and quality targets.
• Ensure consistent delivery against SLAs and key performance indicators (KPIs).

Collaboration & Continuous Improvement

• Contribute to process improvements and operational initiatives that enhance customer experience and operational efficiency.
• Support the implementation and enhancement of tools, processes, and regulatory changes.
• Share insights and recommendations to improve service delivery and operational performance.
• Support operational and cross-functional projects, including tracking timelines, actions, and deliverables.

Team Support

• Provide guidance and mentorship to colleagues through knowledge sharing and best-practice support, including assisting with the onboarding and development of new team members.
• Contribute to quality reviews, team discussions, and continuous capability-building initiatives.
• Support local leaders with day-to-day operational activities and project assignments as required.
• Serve as a subject matter expert (SME) for complex cases, processes, and operational queries.

Required skills and qualifications

• Essential - A minimum of 2 years’ related experience, having provided the best levels of customer service by phone & email. We don’t mind what industry you gained this experience within, but Financial Services experience will make your application stand out.
• Some managerial/team leader responsibilities – eg handling escalated cases, team member training/coaching, etc.
• Essential – Fluent English language skills, as we speak English in our Singapore office
• Essential – you must be a Singapore Permanent Resident or Citizen to be considered for this role
• Preferred – either Mandarin or Cantonese language skills – as some of our clients prefer to converse in these languages (but this is not essential to have)
• Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others.
• Experience in payments, fintech, or the financial services industry is highly regarded
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• Attention to detail – does your CV have spelling errors? You might not be invited to interview if so.
• A passion for Best-in-Class Customer Care - a Customer Champion!
• Strong problem solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.

About Convera:

Convera is the largest non-bank B2B cross-border payments company in the world. We leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive monthly gross salary, plus annual company bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work
• Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
• Paid volunteering opportunities

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.