Senior Customer Support Specialist

hace 3 días


San José, San José, Costa Rica Convera A tiempo completo

We are seeking a highly motivated and experienced Senior Customer Support Specialist to join our team at Convera, a global leader in FinTech payments solutions. This role offers an exciting opportunity to work with a dynamic organization that is passionate about moving money for better.

**About the Role:**

The successful candidate will be responsible for providing exceptional customer support to internal and external customers, handling pre- and post-payment queries, and adhering to established SLAs and quality benchmarks. Additionally, they will support internal customer support and dealer teams with workload management and resource allocation, evaluate customer feedback, and identify ways to maximize customer satisfaction.

**Key Responsibilities:**

  • Provide high-level customer support to ensure seamless transactions and resolve any issues efficiently
  • Work closely with Front and Middle office teams to provide unrivaled levels of customer service
  • Analyze and report on customer feedback to enhance overall customer experience
  • Maintain compliance and regulatory requirements while delivering exceptional customer service
  • Develop and implement process improvements to streamline operations

**Requirements:**

To be successful in this role, you will need:

  • Experience in a client-facing function, ideally within FX or payments environment
  • Strong problem-solving skills and effective time management
  • Excellent English communication skills, with ability to interact with internal and external stakeholders from Australia and New Zealand
  • Ability to lead people and manage workload effectively
  • Passion for excellence in customer service and customer management

**What We Offer:**

We offer a competitive salary package, including:

  • A market-competitive monthly gross salary (estimated $80,000 - $100,000)
  • Opportunity to earn an annual bonus based on performance
  • Great career growth and development opportunities in a global organization
  • Flexible approach to work, with options for remote setup
  • Generous insurance benefits, paid holidays, and leave policies
  • Access to training and development programs to enhance your skills and knowledge

This is an excellent opportunity for a motivated and experienced professional to join our team and contribute to our mission of simplifying, securing, and smartly moving money around the world. If you are passionate about delivering exceptional customer service and have a strong track record of achieving results, we encourage you to apply.



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