Specialist Customer Care – Projects

The Specialist Customer Care – Projects is an experienced individual contributor who supports and delivers operational and cross-functional initiatives within Customer Care. This role applies strong functional knowledge, analytical capability, and structured execution skills to resolve defined problems, improve processes, and support change initiatives aligned to team and project objectives. Working with guidance from leadership and senior specialists, the role contributes to solution development, implementation, and adoption across customer support operations.

Key Responsibilities

Functional Expertise & SME Support

Maintain solid functional knowledge of Customer Care processes through regular Business-as-Usual (BAU) participation. Execute core tasks proficiently and support knowledge sharing within the team. Assist Supervisors and Managers by providing input on process impacts, risks, and improvement opportunities. Represent the function in project discussions with an understanding of operational workflows and regional considerations.

Project Execution & Change Support

Support the planning and execution of projects and initiatives by completing assigned workstreams and deliverables. Contribute to problem analysis, impact assessments, and solution documentation using established methodologies. Participate in cross-functional meetings and workshops, escalating risks and issues as needed. Support change management activities by following defined plans and timelines.

Workforce Analytics & Reporting

Analyze workforce and operational metrics such as staffing versus demand, forecast accuracy, and performance trends. Prepare reports and dashboards to support team and project-level decisions. Identify data patterns and provide recommendations for incremental improvements under the guidance of senior team members.

Implementation, Training & Documentation

Support the rollout of new processes, tools, and initiatives within Customer Care teams. Partner with Training to help develop and update learning materials. Participate in User Acceptance Testing (UAT) activities, including test execution and feedback collection. Maintain and update SOPs and process documentation to reflect approved changes.

Collaboration & Communication

Collaborate effectively with peers, supervisors, and cross-functional partners. Communicate progress, findings, and issues clearly to project leads and stakeholders. Adapt communication style to support cooperation and shared understanding within defined project and team contexts.

Experience & Qualifications

Bachelor’s degree with 2–4 years of relevant experience, or equivalent professional experience. Experience within Customer Support, Operations, or a contact center environment preferred. Strong analytical skills, including intermediate to advanced Excel capability, and experience working with reports or dashboards. Demonstrated ability to follow structured project plans, manage multiple tasks, and collaborate effectively in a team-based environment.

Core Competencies

• Proficient functional and process knowledge
  • Structured execution and task management
  • Analytical thinking and reporting
  • Change support and adaptability
  • Clear team-level communication
  • Continuous improvement mindset

About Convera

Convera 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.

Our 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.

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: