Customer Support Team Lead — SLA‑Driven Ops (Hybrid)

Convera; Santa Ana (CA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Global growth opportunities

Hybrid work schedule (2 in office)

Insurance (health, disability, life)

Paid holidays and leave

Volunteer days (5 per year)

Morning shift 7:00-4:00

Job summary

Convera is seeking a Supervisor, Customer Support to manage daily operations across customer care, transaction management, and collections, ensuring SLA/KPI delivery.

You will coach staff, drive performance, recruit and onboard, handle escalations, and collaborate with cross-functional teams in a hybrid in-office/remote setup.

This role offers growth in a global payments company with a focus on compliance, quality, and a customer-first culture.

Qualifications

• Leadership of client-facing teams delivering high-volume transactional services.
• Proven ability to manage performance and prioritize effectively.
• Strong communication and stakeholder management skills.
• Experience with data to inform decisions and improvements.
• Experience with international payments strongly preferred.
• Experience with students, educational institutions, or universities considered an advantage.

Responsibilities

• Lead and develop a team across customer service, transactions, and collections.
• Provide coaching and daily performance management for quality and compliance.
• Support recruitment, onboarding, and underperformance remediation.
• Monitor SLA/KPI delivery and manage queues and workloads.
• Identify risks and escalated issues; drive process improvements.
• Collaborate with other functions to ensure smooth handoffs.

Skills

Team leadership

Performance management

Communication skills

Data-driven decisions

Stakeholder management

Payments knowledge

Regulatory/compliance awareness

Education

High School Diploma or equivalent

Job description

Convera is seeking a Supervisor, Customer Support to manage daily operations across customer care, transaction management, and collections, ensuring SLA/KPI delivery.

You will coach staff, drive performance, recruit and onboard, handle escalations, and collaborate with cross-functional teams in a hybrid in-office/remote setup.

This role offers growth in a global payments company with a focus on compliance, quality, and a customer-first culture.