Customer Support Specialist, Service Delivery

Customer Support Specialist, Service Delivery - Sydney

Position Overview

The Customer Support Specialist (full time) is responsible for evaluating and enhancing service delivery frameworks to ensure consistent, high-quality outcomes for key customers, with a focus on improving customer satisfaction and retention. This role involves analysing and optimising end-to-end Middle Office payment processes, monitoring performance against established KPIs and SLAs, and facilitating effective collaboration between Operations, Sales, Client Management, and external stakeholders.

The Customer Support Specialist takes ownership of operational deliverables, identifying opportunities for process improvement and implementing best practices to streamline workflows. Additionally, the role includes coaching and quality assurance oversight for team members managing customers, ensuring alignment with service standards and continuous improvement objectives. You will also be hands-on in providing amazing levels of customer service to Convera clients.

Key Responsibilities

• Conduct detailed analysis of current business workflows and operational procedures within the payments processing and client servicing environment.
• Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment, utilizing phone and email.
• Identify areas of inefficiency, bottlenecks, and risk exposure in operational systems, and recommend practical, data-driven improvements.
• Collaborate with cross-functional teams—including back-office, sales, compliance, technology, and global offices—to develop and implement streamlined business processes.
• Participate in projects aimed at process automation, operational digitization, and workflow optimization, working closely with technology and robotics teams.
• Monitor key performance indicators (KPIs) related to service delivery, processing times; prepare reports and dashboards to communicate findings.
• Document revised procedures and support change management efforts by delivering training and guidance to impacted teams.
• Serve as a liaison between business units and technical teams to ensure that operational requirements are effectively translated into system specifications and improvements.
• Analyse customer issue trends and escalation data to identify systemic challenges and develop preventive strategies that enhance service quality and client satisfaction.
• Contribute to risk mitigation by identifying operational vulnerabilities and recommending controls or procedural adjustments to strengthen resilience.
• This is a Hybrid role, based in Convera's Sydney office (1 Margaret Street, Sydney) with the ability to wfh 2 days per week.

Qualifications & Experience

• Must have – paid experience within the Corporate Foreign exchange/B2B payments industry
• Minimum 5 years' experience contributing to business process analysis, operational efficiency initiatives, or organisational improvement projects, ideally within financial services or payments environments.
• Essential – you must have permanent ongoing working rights in Australia to be considered for this role. We are not able to support with a visa.
• Bachelor's degree in Commerce, Business Administration, Finance, or a related field (preferred)
• Strong analytical skills with the ability to interpret data and operational metrics.
• Excellent stakeholder engagement, communication, and interpersonal skills.
• Proficient in Microsoft Office Suite, especially Excel for data analysis and reporting.

About Convera:

Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech-led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera's financial network spans more than 140 currencies and 200 countries and territories.

Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand 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.

We offer an abundance of competitive perks and benefits including:

• Competitive salary (salary range $76,515 AUD - $153,800 AUD)

• Great career growth and development opportunities in a global organization

• Corporate benefits

This role will be advertised 1/10/25 – 31/10/25