Customer Support Specialist New Singapore

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

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 elevate 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).
• 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)