{"id":2741275,"url":"https://alion.io/job/convera-supervisor-customer-support","title":"Supervisor - Customer Support","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":86,"open_postings":20,"ghost_share":0,"stale_share":0.55,"repost_share":0.05,"time_to_fill_p50_days":35,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"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":{"min_usd":65000,"max_usd":151000,"period":"year","method":"role_country_seniority_unknown","sample_n":15150},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-04T23:19:27Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-26T22:35:21Z","board_verified":true,"closed_at":null,"days_open":83,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":83},"description":"The Supervisor, Customer Support is responsible for the day-to-day management of teams delivering high-quality service across multiple operational areas. This may include Customer Care, Transaction Management, and Collections related activities. The role focuses on executing defined processes, managing short-term priorities, and ensuring consistent delivery against SLAs, KPIs, quality standards, regulatory requirements, and customer expectations.\nThe Supervisor applies sound judgement to manage operational risks, support resolution of complex or sensitive customer, transaction, or collections issues, and escalate systemic, policy, risk, or cross-functional matters to management. The role plays a critical part in enabling Managers by maintaining operational stability, performance discipline, and team readiness across multiple work types.\nLeadership & Team Management\nThe Supervisor directly leads and develops a team who may perform different but related functions, including customer service, transaction management, and collections. The role provides clear direction, ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.\nResponsibilities include supporting recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance. The Supervisor leads daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads. Attendance, wellbeing, and engagement are actively managed in line with company policies.\nCustomer, Transaction & Collections Service Delivery\nThe Supervisor role-models customer champion behaviour and reinforces a Right-First Time and First Time Resolution culture across all service interactions. They support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related cases within defined authority levels.\nThe role ensures interactions are handled professionally, accurately, and compliantly, including complex transaction processing. Emerging customer, service, transaction, or credit risk trends are identified at a team level, addressed locally where possible, and escalated to Managers when broader intervention is required.\nOperational Performance & KPI Management\nThe Supervisor monitors and manages team performance against defined SLAs, KPIs, productivity, quality, accuracy, and utilization targets. They take corrective action to address variances and balance service quality, capacity, and cost within established parameters.\nThe role produces regular performance updates highlighting trends, risks, volume shifts, and corrective actions, contributing frontline insight to Manager-level operational and capacity decisions.\nProcess Execution, Risk & Change Support\nThe Supervisor ensures consistent execution of end-to-end processes and adherence to documented procedures, controls, and regulatory requirements, particularly for transaction processing and collections-related work. They monitor compliance with defined authority levels and escalation paths.\nThe role identifies recurring issues, exceptions, or process gaps and provides data-backed recommendations for improvement. They design and implement short-term, practical solutions to local operational challenges and support Manager-led change initiatives by driving adoption and reinforcing new ways of working at the team level.\n\nCollaboration & Communication\nThe Supervisor communicates clearly and effectively with team members, peers, and internal stakeholders across multiple functions, to support effective day-to-day operations and service delivery\nThey collaborate across functions to resolve operational issues, ensure smooth handoffs, and escalate complex or higher-risk matters appropriately, maintaining service continuity and compliance.\nScope, Complexity & Impact\nThe Supervisor is accountable for the performance, engagement, and quality outcomes of a single team that may support multiple operational processes. The role manages difficult operational issues within defined guidelines, prioritises short-term work, and applies judgement within established policies and controls.\nDecisions primarily impact team-level service, accuracy, and compliance outcomes, contributing to monthly performance objectives and providing operational input into departmental goals.\nExperience & Skills\nHigh School Diploma or equivalent.\nExperience leading, developing, and motivating client-facing teams delivering high-volume transactional services (~2+ years preferred).\nProven experience leading operational, SLA-driven customer support teams.\nDemonstrated ability to manage performance, prioritize effectively, and exercise sound judgement.\nStrong communication, problem-solving, and stakeholder management skills.\nComfortable working with data to inform decisions and improvements.\nExperience with international payments is highly preferred. Experience working with students, educational institutions, or universities is also considered a strong advantage\nWhy Join Us\nThis Supervisor role is a key people-lead position in Customer Care, with the opportunity to shape team culture, improve performance, and deliver world-class service for our clients. You will develop talent, optimize operations, and contribute to continuous improvement in a dynamic, high-growth environment.\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.\nA flexible approach to work and a hybrid schedule with 2 days in office*Tuesday, 2nd day can be flexible.\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: 7:00-4:00pm\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 Supervisor de Atención al Cliente es responsable de la gestión diaria de equipos que brindan un servicio de alta calidad en múltiples áreas operativas. Esto puede incluir actividades relacionadas con Atención al Cliente, Gestión de Transacciones y Cobranza. El puesto se enfoca en la ejecución de procesos definidos, la gestión de prioridades a corto plazo y la garantía de una entrega consistente de acuerdo con los SLA, KPI, estándares de calidad, requisitos regulatorios y expectativas de los clientes.\nEl Supervisor aplica un criterio sólido para gestionar riesgos operativos, apoyar la resolución de problemas complejos o sensibles relacionados con clientes, transacciones o cobranzas, y escalar asuntos sistémicos, de políticas, riesgos o de carácter multifuncional a la gerencia. Este rol desempeña un papel fundamental al apoyar a los Gerentes mediante el mantenimiento de la estabilidad operativa, la disciplina en el desempeño y la preparación del equipo en múltiples tipos de trabajo.\nLiderazgo y Gestión de Equipos\nEl Supervisor lidera y desarrolla directamente a un equipo cuyos miembros pueden desempeñar funciones diferentes pero relacionadas, incluyendo servicio al cliente, gestión de transacciones y cobranzas. El rol proporciona dirección clara, acompañamiento continuo (coaching) y gestión diaria del desempeño para garantizar calidad y cumplimiento consistentes en todas las actividades.\nLas responsabilidades incluyen apoyar los procesos de reclutamiento, incorporación (onboarding), desarrollo de habilidades, reuniones periódicas individuales (1:1), retroalimentación de aseguramiento de calidad y la gestión oportuna del bajo desempeño. El Supervisor lidera las rutinas operativas diarias y semanales, incluyendo la priorización del trabajo y la administración de colas, para responder a las variaciones en la demanda de las cargas de trabajo de los equipos. La asistencia, el bienestar y el compromiso de los colaboradores son gestionados activamente de acuerdo con las políticas de la empresa.\nServicio al Cliente, Gestión de Transacciones y Cobranza\nEl Supervisor actúa como modelo de comportamiento centrado en el cliente y promueve una cultura de \"Correcto desde la Primera Vez\" y \"Resolución en el Primer Contacto\" en todas las interacciones de servicio. Brinda apoyo a los miembros del equipo para resolver consultas complejas o sensibles de clientes, solicitudes de transacciones y casos relacionados con saldos vencidos o cobranzas, dentro de los niveles de autoridad establecidos.\nEl rol garantiza que las interacciones se manejen de forma profesional, precisa y en cumplimiento con las normativas, incluyendo el procesamiento de transacciones complejas. También identifica tendencias emergentes relacionadas con clientes, servicio, transacciones o riesgos crediticios a nivel de equipo, abordándolas localmente cuando sea posible y escalándolas a la gerencia cuando se requiera una intervención más amplia.\nGestión del Desempeño Operativo y de KPI\nEl Supervisor supervisa y administra el desempeño del equipo en relación con los SLA, KPI, productividad, calidad, precisión y objetivos de utilización establecidos. Toma acciones correctivas para abordar desviaciones y equilibrar la calidad del servicio, la capacidad operativa y los costos dentro de los parámetros establecidos.\nEl rol prepara actualizaciones periódicas de desempeño que destacan tendencias, riesgos, variaciones en volúmenes y acciones correctivas, proporcionando información de primera línea para apoyar las decisiones operativas y de capacidad a nivel gerencial.\nEjecución de Procesos, Gestión de Riesgos y Apoyo al Cambio\nEl Supervisor garantiza la ejecución consistente de los procesos de principio a fin y el cumplimiento de los procedimientos documentados, controles y requisitos regulatorios, particularmente en el procesamiento de transacciones y actividades relacionadas con cobranzas. Monitorea el cumplimiento de los niveles de autoridad definidos y las rutas de escalamiento.\nEl rol identifica problemas recurrentes, excepciones o brechas en los procesos y proporciona recomendaciones respaldadas por datos para impulsar mejoras. Además, diseña e implementa soluciones prácticas de corto plazo para desafíos operativos locales y apoya iniciativas de cambio lideradas por la gerencia, promoviendo la adopción y reforzando nuevas formas de trabajo a nivel de equipo.\nColaboración y Comunicación\nEl Supervisor se comunica de manera clara y efectiva con los miembros del equipo, colegas y partes interesadas internas de múltiples áreas para apoyar las operaciones diarias y la prestación efectiva del servicio.\nColabora con diferentes funciones para resolver problemas operativos, garantizar tr...","description_format":"text","description_chars":16291,"description_truncated":true,"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":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-10-16T20:52:08Z"}],"visa":[{"country":"US","licensed_sponsor":true,"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":"2026-10-15T11:24:14+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":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.254,"p_room":0.28,"age_days":82,"expected_fill_days":35,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/convera-supervisor-customer-support","json_url":"https://alion.io/job/convera-supervisor-customer-support.json","meta":{"generated_at":"2026-10-27T00:42:13Z","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":869,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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-supervisor-customer-support"},{"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-supervisor-customer-support"},{"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-supervisor-customer-support"},{"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-supervisor-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvera-supervisor-customer-support"}]}