Customer Support Specialist (German or French speaker)

Convera is seeking a Customer Support Specialist (French or German speaker) to join the team in a critical individual contributor role that combines advanced customer support, transaction processing, and collections-related responsibilities. The Specialist will operate with limited supervision, applying sound judgment, strong operational expertise, and established procedures to resolve customer inquiries, manage escalations, process transactions, and support the resolution of overdue or exception positions. This role plays a key part in delivering service excellence, mitigating operational risk, and driving continuous improvement initiatives. The successful candidate will also serve as an informal escalation point and mentor within the team, supporting colleagues and helping to promote best practices across customer operations. This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 10 am – 7 pm.

• Managing customer interactions through phone, case management, and digital channels, delivering a high standard of service and support.
• Taking ownership of complex and escalated cases, investigating issues and driving resolution while balancing customer outcomes, operational efficiency, and risk.
• Processing and validating customer transactions in line with established procedures, SLAs, and regulatory requirements.
• Acting as an escalation point for Associates, providing guidance on customer, transaction, and process-related queries.
• Investigating overdue or unresolved balances and supporting reconciliation and collections activities.
• Maintaining accurate documentation and ensuring compliance with regulatory, legal, and internal policy requirements.
• Managing workload priorities effectively to meet service quality standards, SLAs, and KPI targets.

• 2–4 years of experience in customer support, deal desk, collections, or operational roles.
• Demonstrated ability to work independently while following defined procedures and guidance.
• Experience managing escalations and non-routine scenarios within clear frameworks.
• Strong analytical, documentation, and problem-solving skills.
• Clear written and verbal English communication skills with the ability to influence outcomes.
• Strong attention to detail, accuracy, and compliance.
• Customer-centric mindset with professionalism and resilience in complex situations.
• Strong ability to manage multiple work types in a fast-paced environment.
• Ability to remain effective under pressure while managing complex or sensitive customer situations.
• Continuous improvement mindset and willingness to drive own development.

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 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.