📍 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: July 31, 2025
• Experience Level: Entry-level to Mid-level (0-2 years)
• Remote Status: On-site with flexible work arrangements

🚀 Role Summary

Convera, the largest non-bank B2B cross-border payments company in the world, is seeking a Customer Support Associate to provide internal support to the sales/operations group, acting as a liaison to clients. This role involves handling client transactions, pre/post-sales support, and ensuring accurate information input into the system. The ideal candidate will have experience in a client-facing role with excellent communication skills and the ability to work in a high-volume service environment.

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

💻 Primary Responsibilities

• Client Communication: Handle incoming telephone calls and emails from 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.
• Internal Liaison: Act as a conduit (bridge) between sales, clients, and operations, maintaining focus on personal and team goals.
• Support and Advice: Offer support and advice to internal and external clients, responding to queries within agreed SLAs and delivering professionally constructed and factual email communications.

🎓 Skills & Qualifications

Education: A bachelor's degree in Business, Finance, or a related field is preferred.

Experience: Candidates should have experience in a client-facing role, with a professional telephone manner and excellent written and verbal communication skills. Experience working in a high-volume service delivery environment is desirable.

Required Skills:

• Excellent written and verbal communication skills
• Ability to ask probing questions to understand customer needs
• Ability to work under pressure and meet deadlines
• High degree of accuracy, attention to detail, and self-motivation
• 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, and engage with key stakeholders within the business

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The market competitive monthly gross salary for this role is 1,825 - 2,300 EUR.

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)

🎯 Team & Company Context

Company Culture: Convera is a global organization with employees in over 20 countries, passionate about diversity and fostering a culture of inclusion and belonging. They offer an abundance of competitive perks and benefits, making it an exciting place to work.

Team Structure: The Customer Support team works closely with the sales and operations groups, acting as a liaison to clients and providing internal support.

Development Methodology: Convera uses a flexible approach to work, with team members spending 6-10 days per month in the office.

Company Website: Convera

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support career path. It offers an excellent opportunity to develop communication skills, learn about the financial services industry, and gain experience working in a high-volume service delivery environment.

Reporting Structure: The Customer Support Associate will report 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. The Customer Support Associate will play a crucial role in ensuring accurate information input into the system and maintaining strong relationships with key business contacts.

Growth Opportunities:

• Career growth and development opportunities within a global organization
• The chance to learn about the financial services industry and gain experience working in a high-volume service delivery environment
• Opportunities to work with diverse teams and engage with key stakeholders within the business

🌐 Work Environment

Office Type: Convera offers a flexible approach to work, with team members spending 6-10 days per month in the office.

Office Location(s): The main office is located in Vilnius, Lithuania.

Workspace Context:

• The office provides a collaborative work environment, with opportunities to work with diverse teams and engage with key stakeholders within the business.
• The office is equipped with the necessary tools and resources to support the role's responsibilities, including a computerized data entry system and office productivity tools (e.g., MS Office).

Work Schedule: The standard workweek is 40 hours, with a flexible approach to work arrangements (6-10 days per month in the office).

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit
2. In-depth interview with the Customer Support Team Leader to discuss the role's responsibilities and assess the candidate's understanding of the financial services industry and high-volume service delivery environment
3. Final interview with the hiring manager to discuss career growth opportunities and make a hiring decision

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation: N/A for this role

ATS Keywords: Client Facing Experience, Professional Telephone Manner, Written Communication Skills, Verbal Communication Skills, High-Volume Service Delivery, Ability To Work Under Pressure, Data Entry System Navigation, Office Productivity Tools, Objection Handling, Attention To Detail, Self-Motivation, Team Player, Efficiency Improvement, Relationship Building, Stakeholder Engagement

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values: Convera values strong communication skills, a high sense of urgency, and the ability to work under pressure in a high-volume service delivery environment. They also emphasize a strong attention to detail and the ability to handle objections and complaints.

Collaboration Style: The Customer Support team works closely with the sales and operations groups, acting as a liaison to clients and providing internal support. They maintain focus on personal and team goals, all incoming calls are handled within SLAs, and all agreed call back timeframes to customers are adhered to.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of incoming calls and emails from internal and external customers
• Ensuring accurate information input into the system and maintaining strong relationships with key business contacts
• Working under pressure and meeting deadlines in a high-volume service delivery environment

Learning & Development Opportunities:

• Career growth and development opportunities within a global organization
• The chance to learn about the financial services industry and gain experience working in a high-volume service delivery environment
• Opportunities to work with diverse teams and engage with key stakeholders within the business

💡 Interview Preparation

Technical Questions:

• How do you handle incoming calls and emails from internal and external customers regarding pre- and post-payment queries?
• Can you describe your experience working in a high-volume service delivery environment?
• How do you ensure accurate information input into the system and maintain strong relationships with key business contacts?

Company & Culture Questions:

• Why are you interested in the Customer Support Associate role at Convera?
• How do you handle working under pressure and meeting deadlines in a high-volume service delivery environment?
• How do you approach building and maintaining supportive relationships with key business contacts and engaging with key stakeholders within the business?

Portfolio Presentation Strategy: N/A for this role

📌 Application Steps

To apply for this Customer Support Associate position at Convera:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your client-facing experience, communication skills, and ability to work in a high-volume service delivery environment.
3. Prepare for the phone or video screening by practicing your communication skills and demonstrating your cultural fit.
4. Research Convera and the financial services industry to show your understanding of the role and the company during the in-depth interview.
5. Prepare for the final interview by considering your career growth opportunities and discussing them with the hiring manager.

⚠️ 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.