{"id":3852608,"url":"https://alion.io/job/convera-customer-support-specialist-3","title":"Customer Support Specialist","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":"B","score":82,"open_postings":17,"ghost_share":0,"stale_share":0.706,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"internship","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Ana, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-05T23:58:24Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-09T11:07:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Customer Support Specialist is an experienced individual contributor responsible for resolving a broad range of customer enquiries and managing escalations using established policies and procedures. The role operates with limited supervision and applies sound judgment to deliver consistent, high-quality customer outcomes aligned to team and business objectives.\nBuilding on the Customer Support Associate role, the Specialist works tactically across multiple processes, products, and projects, contributing to incremental improvements, supporting change initiatives, acting as an informal leader and mentor within the team, and performing quality assurance audits for junior roles to help reinforce service standards, compliance, and coaching opportunities. While work is primarily guided by defined procedures, the Specialist may suggest variations in approach, refine solutions, and contribute to the development of new processes where needed.\nCore Responsibilities - Customer Support & Case Resolution\nIndependently manage a variety of inbound and outbound customer enquiries across phone, case, email, and digital channels\nCreate and update case notes, reports, and supporting documentation for review and audit purposes\nResolve straightforward to moderately complex customer issues using approved procedures, tools, and judgment\nManage defined escalations that have clear guidance and resolution frameworks\nDeliver consistent First Contact Resolution (FCR) and service quality outcomes within role authority\nProblem Solving & Compliance\nAnalyze multiple factors within cases to determine appropriate actions and resolutions\nIdentify patterns, recurring issues, or process gaps and suggest practical improvements to leadership\nSupport complaint handling and regulatory requirements within defined guidelines\nProjects, Collaboration & Business Contribution\nMay manage straightforward end-to-end projects or process improvements under guidance\nBuild effective working relationships with internal and external partners to resolve issues efficiently\nCollaborate across teams to support service delivery, change initiatives, and operational improvements\nUnderstand how individual decisions impact team results and elements of broader business goals\nSupport broader Customer Care function as needed.\nLeadership, Communication & Development\nAct as an informal/ deputy Supervisor and escalation point within agreed boundaries\nMentor and coach Customer Support Associates by sharing knowledge and best practices\nConduct quality assurance audits for junior roles, and identify coaching opportunities to improve consistency, compliance, and customer outcomes\nRole model company values, service excellence, customer advocacy, and operational best practices.\nCommunicate straightforward, clear information to customers, peers, and stakeholders\nPresent recommendations and provide advice to gain cooperation and alignment\nSupport change-management activities and may constructively challenge existing ways of working\nRequired Skills & Experience\n2-4 years of experience in a customer support, service, or contact centre environment\nDemonstrated ability to work independently while following defined procedures and guidance\nExperience handling escalations and nonroutine customer scenarios within clear frameworks\nStrong analytical, documentation, and problem-solving skills\nClear written and verbal communication skills with the ability to influence outcomes\nConfidence working across multiple processes, products, or initiatives simultaneously\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, educational institutions, financial institutions, law firms, and NGOs.\nOur 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.\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 salary.\nGreat career growth and development opportunities in a global organization.\nExpectation to work from the office during the first month.Afterward, a flexible hybrid work model is offered, requiring 2 days per week in the office (Tuesday is mandatory)\n\nGenerous insurance (health, disability, life).\nPaid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).\nPaid volunteering opportunities (5 days per year).\nShift Hours: Monday to Friday, Morning shift: 7:30-4:30pm\nThere are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.\nApply now if you’re ready to unleash your potential.\nEl Especialista en Soporte al Cliente es un colaborador individual con experiencia, responsable de resolver una amplia gama de consultas de clientes y gestionar escalaciones utilizando políticas y procedimientos establecidos. El rol opera con supervisión limitada y aplica un criterio sólido para ofrecer resultados consistentes y de alta calidad para los clientes, alineados con los objetivos del equipo y del negocio.\nBasándose en el rol de Asociado de Soporte al Cliente, el Especialista trabaja de manera táctica en múltiples procesos, productos y proyectos, contribuyendo a mejoras incrementales, apoyando iniciativas de cambio, actuando como líder informal y mentor dentro del equipo, y realizando auditorías de aseguramiento de calidad para roles junior con el fin de reforzar los estándares de servicio, el cumplimiento normativo y las oportunidades de desarrollo mediante coaching. Aunque el trabajo se guía principalmente por procedimientos definidos, el Especialista puede sugerir variaciones en los enfoques, perfeccionar soluciones y contribuir al desarrollo de nuevos procesos cuando sea necesario.\nResponsabilidades Principales - Soporte al Cliente y Resolución de Casos\nGestionar de forma independiente una variedad de consultas entrantes y salientes de clientes a través de teléfono, casos, correo electrónico y canales digitales.\nCrear y actualizar notas de casos, reportes y documentación de respaldo para fines de revisión y auditoría.\nResolver problemas de clientes que van desde sencillos hasta moderadamente complejos utilizando procedimientos, herramientas y criterio aprobados.\nGestionar escalaciones definidas que cuentan con lineamientos claros y marcos de resolución establecidos.\nBrindar resultados consistentes en Resolución en el Primer Contacto (FCR) y calidad de servicio dentro del alcance de autoridad del rol.\nResolución de Problemas y Cumplimiento\nAnalizar múltiples factores dentro de los casos para determinar las acciones y resoluciones apropiadas.\nIdentificar patrones, problemas recurrentes o brechas en los procesos y sugerir mejoras prácticas al liderazgo.\nApoyar la gestión de reclamos y los requisitos regulatorios dentro de las directrices establecidas.\nProyectos, Colaboración y Contribución al Negocio\nPuede gestionar proyectos sencillos de principio a fin o mejoras de procesos bajo orientación.\nDesarrollar relaciones de trabajo efectivas con socios internos y externos para resolver problemas de manera eficiente.\nColaborar entre equipos para apoyar la prestación de servicios, iniciativas de cambio y mejoras operativas.\nComprender cómo las decisiones individuales impactan los resultados del equipo y elementos de los objetivos comerciales más amplios.\nApoyar a la función general de Atención al Cliente cuando sea necesario.\nLiderazgo, Comunicación y Desarrollo\nActuar como Supervisor suplente/informal y punto de escalación dentro de los límites acordados.\nGuiar y asesorar a los Asociados de Soporte al Cliente compartiendo conocimientos y mejores prácticas.\nRealizar auditorías de aseguramiento de calidad para roles junior e identificar oportunidades de coaching para mejorar la consistencia, el cumplimiento y los resultados para los clientes.\nSer un modelo de los valores de la empresa, excelencia en el servicio, defensa del cliente y mejores prácticas operativas.\nComunicar información clara y directa a clientes, compañeros y partes interesadas.\nPresentar recomendaciones y brindar asesoramiento para obtener cooperación y alineación.\nApoyar actividades de gestión del cambio y, cuando corresponda, cuestionar de manera constructiva las formas actuales de trabajo.\nHabilidades y Experiencia Requeridas\nDe 2 a 4 años de experiencia en soporte al cliente, servicio al cliente o entornos de centros de contacto.\nCapacidad demostrada para trabajar de manera independiente mientras sigue procedimientos y lineamientos definidos.\nExperiencia gestionando escalaciones y situaciones de clientes no rutinarias dentro de marcos claramente establecidos.\nSólidas habilidades analíticas, de documentación y resolución de problemas.\nExcelentes habilidades de comunicación verbal y escrita, con capacidad para influir en los resultados.\nConfianza para trabajar simultáneamente en múltiples procesos, productos o iniciativas.\nAcerca de Convera\nConvera es la empresa de pagos transfronterizos B2B no bancaria más grande del mundo. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones de pago impulsadas por tecnología para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándoles a obtener mayor valor en cada transacción.\nConvera presta servicios a más de 30,000 clientes, que van desde propietarios de pequeñas empresas hasta tesoreros corporativos, instituciones educativas, instituciones financieras, bufetes de abogados y organizaciones sin fines de lucro.\nNuestros equipos se preocupan profundamente por el valor que aportan a los clientes, haciendo de Convera un lugar de trabajo gratificante. Este es un momento emocionante para nuestra organización mientras fortalecemos nuestro equipo con personas orientadas al crecimiento y los resultados, que buscan avanzar rápidamente en un entorno innovador.\nComo una empresa verdaderamente global con empleados en más de 20 países, nos apasiona la diversidad; buscamos y celebramos personas con diferentes antecedentes, estilos de vida y perspectivas únicas. Queremos trabajar con las mejores personas y garantizar una cultura de inclusión y sentido de pertenencia.\nOfrecemos una amplia gama de beneficios y ventajas competitivas, incluyendo:\nSalario competitivo de mercado.\nExcelentes oportunidades de crecimiento y desarrollo profesional dentro de una organización global.\n Se espera trabajar desde la oficina durante el primer mes. Posteriormente, se ofrece un modelo de trabajo híbrido flexible que requiere 2 días por semana en la oficina (el martes es obligatorio).\nGeneroso paquete de seguros (salud, discapacidad y vida).\nDías festivos remunerados, tiempo libre y políticas de licencia para eventos importantes de la vida (maternidad, paternidad y adopción).\nOportunidades de voluntariado remuneradas (5 días al año).\nHorario de trabajo: de lunes a viernes, turno de mañana de 7:30 a. m. a 4:30 p. m.\nExisten muchas oportunidades increíbles en Convera para personas talentosas, creativas y orientadas a la resolución de problemas, que nunca se conforman con lo suficiente y buscan transformar el mundo de los pagos entre empresas.\nPostúlate ahora si estás listo...","description_format":"text","description_chars":12035,"description_truncated":true,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-11-06T04:15:13Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 13 · green card filings: 1","filings_12m":13,"filings_prev_12m":12,"green_card_filings_12m":1,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":34,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/convera-customer-support-specialist-3","json_url":"https://alion.io/job/convera-customer-support-specialist-3.json","meta":{"generated_at":"2026-11-09T16:02:24Z","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_verified","counted_by":"address","units_charged":1,"used_today":23000,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-support-specialist-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-support-specialist-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-support-specialist-3"},{"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-support-specialist-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvera-customer-support-specialist-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3852608}},{"tool":"search_jobs","arguments":{"company":"convera.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3852608},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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