📍 Job Overview

Job Title: Customer Support Associate
Company: Convera
Location: Vilnius, Lithuania
Job Type: Hybrid (6-10 days per month in the office)
Category: Customer Support
Date Posted: June 26, 2025
Experience Level: Entry-level to Intermediate (0-2 years)
Remote Status: On-site with flexible work-from-home options

🚀 Role Summary

Provide internal support to the sales and operations group, acting as a liaison to clients
Handle client transactions, pre/post-sales support, and ensure accurate information input into the system
Maintain focus on personal and team goals, handling incoming calls within SLAs and adhering to agreed call back timeframes
Offer support and advice to internal and external clients, responding to queries within agreed SLAs
Deliver professionally constructed and factual email communications within agreed SLAs

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to work under pressure in a high-volume service delivery environment. Familiarity with financial services is desirable.

💻 Primary Responsibilities

Client Communication: Handle incoming telephone calls and emails from both internal and external customers regarding pre- and post-payment queries, ensuring all relevant information is input accurately and completely into SFDC and updated each time an action is carried out relating to that client
Transaction Monitoring: Provide transaction monitoring, frequent reporting, or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader
Case and Client Management: Update cases and clients regularly, in accordance with agreed SLAs
Client Liaison: Act as a conduit (bridge) between sales, client, and operations, maintaining focus on personal and team goals
Email Communication: Deliver professionally constructed and factual email communications within agreed SLAs

📝 Enhancement Note: This role involves a high degree of accuracy, attention to detail, and self-motivation. Strong team players with a high sense of urgency and ability to meet deadlines are preferred.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, or a related field (or equivalent experience)

Experience: 0-2 years of experience in a client-facing role, preferably within financial services

Required Skills:

Excellent written and verbal communication skills
Professional telephone manner with an ability to develop rapport with external customers
Ability to ask probing questions to understand customer needs
Experience working in a high-volume service delivery environment (desirable)
Ability to work under pressure and meet deadlines
High degree of accuracy and attention to detail
Strong team player with a high sense of urgency
Ability to handle objections and complaints
Ability to navigate a computerized data entry system and familiarity with office productivity tools (e.g., MS Office)

Preferred Skills:

Experience working with financial services
Ability to identify and implement ways of improving efficiency
Ability to deal effectively with all people in a variety of roles, build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business

📝 Enhancement Note: While not explicitly stated, having experience with Salesforce (SFDC) would be beneficial for this role.

📊 Web Portfolio & Project Requirements (Not Applicable)

Portfolio Essentials: N/A

Technical Documentation: N/A

📝 Enhancement Note: As this role is not web development or server administration-focused, portfolio and technical documentation requirements do not apply.

💵 Compensation & Benefits

Salary Range: The market competitive monthly gross salary starts at 2,100 EUR (not specified if this is the minimum or average salary)

Benefits:

Great career growth and development opportunities in a global organization
A flexible approach to work (6-10 days per month in the office)
Generous insurance (health, disability, life)
Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
Work from abroad 60 days per year
Paid volunteering opportunities (5 days per year)

Working Hours: Full-time, Monday to Friday, 9 am - 6 pm

📝 Enhancement Note: While the salary range is provided, it is not specified whether this is the minimum, average, or maximum salary for this role. Research suggests that the average salary for a Customer Support Associate in Vilnius, Lithuania, is around 2,200 EUR per month.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (30,000+ customers)

Founded: 1851 (as Western Union; rebranded as Convera in 2023)

Team Structure: The Customer Support team works closely with the sales and operations groups, acting as a liaison to clients. The team is responsible for handling client transactions, pre/post-sales support, and ensuring accurate information input into the system.

Development Methodology: N/A (as this role is not web development or server administration-focused)

Company Website: www.convera.com

📝 Enhancement Note: Convera is the largest non-bank B2B cross-border payments company in the world, serving over 30,000 customers ranging from small business owners to enterprise treasurers. The company values diversity and offers competitive perks and benefits, including a flexible approach to work and generous insurance packages.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to Intermediate (0-2 years)

Reporting Structure: Reports directly to the Customer Support Team Leader

Technical Impact: This role has a direct impact on client satisfaction and the overall success of the sales and operations groups by ensuring accurate information input into the system and providing excellent customer support.

Growth Opportunities:

Career growth and development opportunities in a global organization
Potential to move into more senior customer support roles or other areas of the business, such as sales or operations

📝 Enhancement Note: While the job listing does not explicitly mention career progression paths, Convera's global presence and diverse customer base offer ample opportunities for growth-minded individuals to advance their careers within the organization.

🌐 Work Environment

Office Type: Hybrid (6-10 days per month in the office)

Office Location(s): Vilnius, Lithuania

Workspace Context:

The Customer Support team works closely with the sales and operations groups, acting as a liaison to clients
The team is responsible for handling client transactions, pre/post-sales support, and ensuring accurate information input into the system
The work environment is fast-paced and high-volume, requiring strong communication skills, attention to detail, and the ability to work under pressure

Work Schedule: Full-time, Monday to Friday, 9 am - 6 pm, with a flexible approach to work (6-10 days per month in the office)

📝 Enhancement Note: Convera offers a flexible approach to work, allowing employees to balance their personal and professional lives while maintaining a high level of productivity and job satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
In-depth interview with the Customer Support Team Leader to discuss the role, responsibilities, and expectations
Final interview with the hiring manager to discuss career growth opportunities and next steps

Portfolio Review Tips: N/A (as this role is not web development or server administration-focused)

Technical Challenge Preparation: N/A (as this role is not web development or server administration-focused)

ATS Keywords: Customer Support, Client Facing Role, Communication Skills, High-Volume Service Delivery, Pressure Handling, Data Entry, Office Productivity Tools, Objection Handling, Attention to Detail, Self-Motivation, Team Player, Efficiency Improvement, Relationship Building, Stakeholder Engagement

📝 Enhancement Note: While this role is not web development or server administration-focused, applicants should still tailor their resumes and cover letters to highlight relevant skills and experiences that demonstrate their ability to excel in a fast-paced, high-volume service delivery environment.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

Frontend Technologies: N/A (as this role is not web development or server administration-focused)

Backend & Server Technologies: N/A (as this role is not web development or server administration-focused)

Development & DevOps Tools: N/A (as this role is not web development or server administration-focused)

📝 Enhancement Note: As this role is not web development or server administration-focused, technology stack and web infrastructure information do not apply.

👥 Team Culture & Values

Customer Support Values:

Excellent communication skills
Attention to detail
Ability to work under pressure
Strong team player with a high sense of urgency
Ability to handle objections and complaints
Ability to deal effectively with all people in a variety of roles, build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business

Collaboration Style:

The Customer Support team works closely with the sales and operations groups, acting as a liaison to clients
The team is responsible for handling client transactions, pre/post-sales support, and ensuring accurate information input into the system
The work environment is fast-paced and high-volume, requiring strong communication skills, attention to detail, and the ability to work under pressure

📝 Enhancement Note: Convera values diversity and offers competitive perks and benefits, including a flexible approach to work and generous insurance packages. The company seeks results-oriented people who are looking to move fast in an innovative environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling a high volume of incoming calls and emails from both internal and external customers
Ensuring accurate information input into the system and updating cases and clients regularly, in accordance with agreed SLAs
Maintaining focus on personal and team goals, handling incoming calls within SLAs and adhering to agreed call back timeframes to customers
Offering support and advice to internal and external clients, responding to queries within agreed SLAs
Delivering professionally constructed and factual email communications within agreed SLAs

Learning & Development Opportunities:

Career growth and development opportunities in a global organization
Potential to move into more senior customer support roles or other areas of the business, such as sales or operations
Paid volunteering opportunities (5 days per year)

📝 Enhancement Note: While this role may not present the same level of technical challenges as web development or server administration roles, it does offer opportunities for growth and development within the customer support field and the broader financial services industry.

💡 Interview Preparation

Technical Questions: N/A (as this role is not web development or server administration-focused)

Company & Culture Questions:

What are the key priorities for this role in the first 30, 60, and 90 days?
How does the Customer Support team collaborate with the sales and operations groups to ensure client satisfaction?
What are the most significant challenges facing the Customer Support team, and how can this role help address them?
How does Convera support the growth and development of its employees?
What are the opportunities for career progression within the Customer Support team and the broader organization?

Portfolio Presentation Strategy: N/A (as this role is not web development or server administration-focused)

📝 Enhancement Note: While this role is not web development or server administration-focused, applicants should still prepare for the interview by researching Convera's history, mission, and values. They should also be ready to discuss their relevant experience and how they can contribute to the company's success in the customer support field.

📌 Application Steps

To apply for this Customer Support Associate position:

Submit your application through the application link
Tailor your resume and cover letter to highlight relevant skills and experiences that demonstrate your ability to excel in a fast-paced, high-volume service delivery environment
Prepare for the interview by researching Convera's history, mission, and values, and be ready to discuss your relevant experience and how you can contribute to the company's success in the customer support field
Follow up with the hiring manager after the interview to express your interest in the role and reiterate your qualifications

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles
Include customer support methodologies, high-volume service delivery environments, and communication skills development
Emphasize customer support team dynamics, cross-functional collaboration with sales and operations groups
Address customer support career progression, emerging trends, and technical specialization in the financial services industry

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and financial services-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific customer support technologies, tools, and methodologies relevant to the role
Address customer support career progression paths and technical leadership opportunities in financial services
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies
Include customer support-specific interview preparation and coding challenge guidance
Emphasize communication skills, attention to detail, and the ability to work under pressure in a high-volume service delivery environment

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support and financial services industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and client satisfaction measurement

Customer Support Focus & Portfolio Emphasis:

Emphasize customer support best practices, communication skills development, and high-volume service delivery environments
Include specific portfolio requirements tailored to the customer support discipline and role level
Address objection handling, complaint resolution, and client satisfaction principles
Focus on problem-solving methods, process improvement, and customer support architecture
Include technical presentation skills and stakeholder communication for customer support projects

Avoid:

Generic business jargon not relevant to customer support roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-customer support terminology unless relevant to the specific role
Marketing language unrelated to customer support, financial services, or user experience

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the financial services industry.

Customer Support Associate