Senior Customer Support Specialist

Convera; Santa Ana (CA); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid schedule with 2 in-office per–a

Health insurance

Disability insurance

Life insurance

Paid holidays and leave

Volunteer days (5 per year)

Job summary

Convera is seeking a Senior Specialist / Service Delivery Manager to own end-to-end client relationships and drive satisfaction and value realization. The role sits at the crossroads of Operations, Sales, and Product & Technology, leading executive engagements and turning data into strategic action across a portfolio of strategic clients.

You will own client governance forums, translate performance into business impact, and partner with cross-functional teams to ensure readiness for volume

Qualifications

• 3-5+ years' experience in Service Delivery, Operations, Customer Support, or SLA-driven environments.
• Bachelor's degree in a relevant field as listed above.

Responsibilities

• Own end-to-end relationship for assigned clients and drive satisfaction and retention.
• Lead governance forums (QBRs/MBRs) with strategic insights and recommendations.
• Coordinate across Operations, Product, and Technology teams for service delivery.
• Monitor service metrics and drive corrective actions; develop client-facing reporting.

Skills

Client relationship management

Executive stakeholder management

Data-driven decision making

Service delivery governance

Cross-functional collaboration

Education

Bachelor's degree in Finance, Accounting, Business Administration, or related

Tools

SLA/KPI management

Job description

The Senior Specialist / Service Delivery Manager acts as the primary operational partner and relationship owner for a portfolio of strategic clients. This role is accountable not only for service delivery performance, but also for driving client satisfaction, retention, and value realization.

Operating at the intersection of Operations, Sales, and Product & Technology, this individual leads executive-level client engagements, translates business needs into operational execution, and proactively identifies opportunities to enhance client experience, scalability, and long-term growth.

Client Ownership & Growth

• Own the end-to-end relationship for an assigned portfolio of clients, acting as the primary point of accountability for client satisfaction and retention
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Identify and drive opportunities for service expansion, optimization, and value creation
• Anticipate client needs and risks, ensuring proactive engagement

Executive Stakeholder Management & Governance

• Lead client governance forums (QBRs/MBRs) with strategic insights and recommendations
• Translate operational performance into business impact
• Influence decision-making with data and structured narratives
• Act as senior escalation point for complex issues

Service Delivery Ownership & Execution

• Own end-to-end service delivery performance across assigned clients
• Ensure readiness for volume shifts, process updates, and new launches
• Coordinate across Operations, Product, and Technology teams

Service Performance, Reporting & Analytics

• Monitor service metrics and drive corrective actions
• Develop client-facing reporting and insights
• Support capacity planning and demand management through data
• Drive outcomes beyond SLAs, including client experience and efficiency
• Lead root cause analysis and improvement initiatives
• Drive change across internal and client stakeholders
• Act as subject matter expert on services and operations

Team Collaboration & Capability Support

• Provide guidance and knowledge sharing across the team
• Role model accountability and service excellence

Experience & Qualifications

• 3-5+ years' experience in Service Delivery, Operations, Customer Support, or SLA-driven service environments

Bachelor's degree in a relevant field (e.g., Finance, Accounting, Business Administration, or related discipline).

• Experience managing enterprise or strategic client relationships
• Experience engaging with senior/executive stakeholders
• Strong background in SLAs, KPIs, and service delivery performance
• Ability to translate data into business insights
• Experience in fintech, payments, SaaS, or B2B environments preferred

Core Competencies

• Client ownership and accountability
• Executive presence and influence
• Commercial awareness and outcome orientation

Who Will Succeed in This Role

This role is best suited for professionals who thrive in client-facing environments where success is defined by both operational excellence and client outcomes. Candidates primarily focused on internal team management without direct client ownership may not be the right fit.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, 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, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. 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 salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).
• This position follows a shift window from 6:00am-6:00pm Monday to Friday.

Convera requires background checks of all new employees at the appropriate stage of the application procedure, including, in certain countries, the investigation of criminal convictions, in accordance with applicable federal, state and local law. Disclosure of a criminal record will not necessarily disqualify you for employment. Any conviction or guilty plea will be evaluated on its own merit with respect to time, nature, circumstances and seriousness, as well as any other factors required pursuant to applicable federal, state and local law, in relation to the job for which you are indicating interest. However, failure to disclose this information when requested, in accordance with applicable federal, state and local law, will generally result in a disqualification of your application or termination of employment.