{"id":1595602,"url":"https://alion.io/job/convera-customer-care-supervisor","title":"Customer Care Supervisor","company":{"id":8758,"name":"Convera","domain":"convera.com","url":"https://alion.io/company/convera","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":13,"ghost_share":0,"stale_share":0.615,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-07T05:47:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T07:49:45Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-07T22:32:07Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Customer Care Supervisor \nShift time: UK Timings\nCabs provided both ways\nResponsible for leading a high-performing customer support team across both in-person and remote environments, delivering exceptional service to a diverse global customer base through telephone, email, and digital channels. Accountable for achieving service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational excellence within a fast-paced, highly regulated environment.\nLeading and developing teams through coaching, mentoring, recruitment, and succession planning, while fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity. Experienced in managing complex service operations, balancing business objectives with customer needs, and ensuring consistent service delivery across multiple locations and time zones.\nA significant aspect of the role includes supporting customers and stakeholders within the education sector, working closely with educational institutions, students, parents, and partners worldwide. This requires an understanding of the unique challenges faced by international students and education providers, ensuring responsive support throughout the student journey while maintaining high levels of customer satisfaction and service quality.\nWith a global remit, the role involves collaborating with cross-functional teams and stakeholders across multiple countries, sharing best practices, driving consistency in service standards, and supporting strategic initiatives that enhance the overall customer experience. Responsible for workforce planning, operational resilience, performance management, quality assurance, and process improvement initiatives that deliver measurable efficiencies and positive outcomes for customers and the business.\nKey Responsibilities\nLead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions.\nManage performance against SLAs, KPIs, quality standards, and customer satisfaction measures.\nCoach and mentor team members to maximise performance, engagement, and career development.\nOversee resource and capacity planning to ensure operational resilience and effective service delivery.\nChampion a customer-first culture, ensuring seamless and positive experiences across all communication channels.\nDrive continuous improvement initiatives to enhance efficiency, service quality, and customer outcomes.\nPartner with stakeholders across global regions to implement best practices and maintain consistent service excellence.\nAct as an escalation point for complex customer, student, and institutional queries, ensuring timely and effective resolution.\nSupport change management initiatives and contribute to the successful delivery of organisational objectives.\nMaintain compliance with policies, procedures, and regulatory requirements within a dynamic international environment.\nKey Achievements and Responsibilities:\nLed, motivated, and developed a customer-facing team delivering high-volume transactional support to internal and external clients.\nManaged operational performance against SLAs, KPIs, quality standards, and customer satisfaction metrics.\nConducted regular performance reviews, coaching sessions, and development plans to enhance employee engagement and capability.\nOversaw resource and capacity planning to ensure efficient service delivery and operational resilience during fluctuating business demands.\nDrove a culture of customer centricity, ensuring seamless and consistent customer experiences across multiple service channels.\nIdentified and implemented process improvements that increased efficiency, reduced risk, and enhanced customer outcomes.\nManaged quality assurance frameworks, monitoring service standards and ensuring adherence to regulatory and internal compliance requirements.\nLed change initiatives and continuous improvement projects, supporting the successful implementation of new processes and business objectives.\nActed as an escalation point for complex customer issues, demonstrating sound judgement and effective problem-solving skills.\nCollaborated with cross-functional stakeholders, global teams, and senior leadership to share best practices and drive operational performance.\nMaintained and reviewed operational procedures, ensuring documentation remained accurate, compliant, and aligned with business requirements.\nSupported frontline operations during peak demand periods while acting as a subject matter expert for team processes and customer service excellence.\nSkills Demonstrated\nPeople Leadership & Team Development\nPerformance Management\nCustomer Experience Management\nStakeholder Engagement\nChange Management\nOperational Excellence\nContinuous Improvement\nWorkforce & Capacity Planning\nSLA & KPI Management\nCoaching & Mentoring\nQuality Assurance\nProblem Solving & Decision Making\nRisk & Compliance Awareness\nMicrosoft Office Suite & Business Systems\nYou should apply if you have:\nHigh School Diploma / Degree or equivalent level of qualification\nExperience in managing people\nExperience of leading developing and motivating Client facing teams undertaking high volume transactional services\nThe ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.\nExperience of managing high quality, responsive services within a service focused environment,\nExperience of identifying, implementing, and driving improvements in systems, processes, and practices to improve efficiency and enhance the Client/Customer experience.\nGood knowledge of MS applications.\nExperience in the Financial or Education sector\nAbout Convera\nConvera 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.\nOur 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.\nAs 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.\nWe offer an abundance of competitive perks and benefits including: \nMarket competitive monthly salary.\nOpportunity to earn an annual bonus.\nGreat career growth and development opportunities in a global organization.\nA flexible approach to work.\nGenerous insurance (health, disability, life).\nPaid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).\n3 “wellness days” off per year.\nPaid time off for volunteering opportunities / charity (5 days per year).","description_format":"text","description_chars":7272,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-10-01T17:43:33Z"}],"visa":[],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.578,"p_room":1,"age_days":5,"expected_fill_days":34,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-10-07T05:47:15Z"},"pay":null,"html_url":"https://alion.io/job/convera-customer-care-supervisor","json_url":"https://alion.io/job/convera-customer-care-supervisor.json","meta":{"generated_at":"2026-10-08T00:42:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1121,"day_limit":5000,"remaining_today":3879,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8758},"rest":"https://alion.io/mcp/rest/get_company?id=8758"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconvera-customer-care-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconvera-customer-care-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconvera-customer-care-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/convera-customer-care-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvera-customer-care-supervisor"}]}