Senior Customer Support Specialist

Convera • Santa Ana, CA

1d • Hybrid

About The Position

The Senior Specialist / Service Delivery Manager acts as the primary operational partner and relationship owner for a portfolio of strategic clients. This role is accountable not only for service delivery performance, but also for driving client satisfaction, retention, and value realization. Operating at the intersection of Operations, Sales, and Product & Technology, this individual leads executive-level client engagements, translates business needs into operational execution, and proactively identifies opportunities to enhance client experience, scalability, and long-term growth.

Requirements

• 3–5+ years' experience in Service Delivery, Operations, Customer Support, or SLA‑driven service environments
• Bachelor’s degree in a relevant field (e.g., Finance, Accounting, Business Administration, or related discipline).
• Experience managing enterprise or strategic client relationships
• Experience engaging with senior/executive stakeholders
• Strong background in SLAs, KPIs, and service delivery performance
• Ability to translate data into business insights

Nice To Haves

• Experience in fintech, payments, SaaS, or B2B environments preferred

Responsibilities

• Own the end-to-end relationship for an assigned portfolio of clients, acting as the primary point of accountability for client satisfaction and retention
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Identify and drive opportunities for service expansion, optimization, and value creation
• Anticipate client needs and risks, ensuring proactive engagement
• Lead client governance forums (QBRs/MBRs) with strategic insights and recommendations
• Translate operational performance into business impact
• Influence decision-making with data and structured narratives
• Act as senior escalation point for complex issues
• Own end-to-end service delivery performance across assigned clients
• Ensure readiness for volume shifts, process updates, and new launches
• Coordinate across Operations, Product, and Technology teams
• Monitor service metrics and drive corrective actions
• Develop client-facing reporting and insights
• Support capacity planning and demand management through data
• Drive outcomes beyond SLAs, including client experience and efficiency
• Lead root cause analysis and improvement initiatives
• Drive change across internal and client stakeholders
• Act as subject matter expert on services and operations
• Provide guidance and knowledge sharing across the team
• Role model accountability and service excellence

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior