Supervisor - Customer Support

Convera • Santa Ana, CA

4d • Hybrid

About The Position

The Supervisor, Customer Support is responsible for the day-to-day management of teams delivering high-quality service across multiple operational areas. This may include Customer Care, Transaction Management, and Collections related activities. The role focuses on executing defined processes, managing short-term priorities, and ensuring consistent delivery against SLAs, KPIs, quality standards, regulatory requirements, and customer expectations.
The Supervisor applies sound judgement to manage operational risks, support resolution of complex or sensitive customer, transaction, or collections issues, and escalate systemic, policy, risk, or cross-functional matters to management. The role plays a critical part in enabling Managers by maintaining operational stability, performance discipline, and team readiness across multiple work types.
Leadership & Team Management
The Supervisor directly leads and develops a team who may perform different but related functions, including customer service, transaction management, and collections. The role provides clear direction, ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.
Responsibilities include supporting recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance. The Supervisor leads daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads. Attendance, wellbeing, and engagement are actively managed in line with company policies.
Customer, Transaction & Collections Service Delivery
The Supervisor role-models customer champion behaviour and reinforces a Right-First Time and First Time Resolution culture across all service interactions. They support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related cases within defined authority levels.
The role ensures interactions are handled professionally, accurately, and compliantly, including complex transaction processing. Emerging customer, service, transaction, or credit risk trends are identified at a team level, addressed locally where possible, and escalated to Managers when broader intervention is required.
Operational Performance & KPI Management
The Supervisor monitors and manages team performance against defined SLAs, KPIs, productivity, quality, accuracy, and utilization targets. They take corrective action to address variances and balance service quality, capacity, and cost within established parameters.
The role produces regular performance updates highlighting trends, risks, volume shifts, and corrective actions, contributing frontline insight to Manager-level operational and capacity decisions.
Process Execution, Risk & Change Support
The Supervisor ensures consistent execution of end-to-end processes and adherence to documented procedures, controls, and regulatory requirements, particularly for transaction processing and collections-related work. They monitor compliance with defined authority levels and escalation paths.
The role identifies recurring issues, exceptions, or process gaps and provides data-backed recommendations for improvement. They design and implement short-term, practical solutions to local operational challenges and support Manager-led change initiatives by driving adoption and reinforcing new ways of working at the team level.
Collaboration & Communication
The Supervisor communicates clearly and effectively with team members, peers, and internal stakeholders across multiple functions, to support effective day-to-day operations and service delivery
They collaborate across functions to resolve operational issues, ensure smooth handoffs, and escalate complex or higher-risk matters appropriately, maintaining service continuity and compliance.
Scope, Complexity & Impact
The Supervisor is accountable for the performance, engagement, and quality outcomes of a single team that may support multiple operational processes. The role manages difficult operational issues within defined guidelines, prioritises short-term work, and applies judgement within established policies and controls.
Decisions primarily impact team-level service, accuracy, and compliance outcomes, contributing to monthly performance objectives and providing operational input into departmental goals.

Requirements

• High School Diploma or equivalent.
• Experience leading, developing, and motivating client-facing teams delivering high-volume transactional services (~2+ years preferred).
• Proven experience leading operational, SLA-driven customer support teams.
• Demonstrated ability to manage performance, prioritize effectively, and exercise sound judgement.
• Strong communication, problem-solving, and stakeholder management skills.
• Comfortable working with data to inform decisions and improvements.

Nice To Haves

• Experience with international payments is highly preferred.
• Experience working with students, educational institutions, or universities is also considered a strong advantage.

Responsibilities

• Directly lead and develop a team who may perform different but related functions, including customer service, transaction management, and collections.
• Provide clear direction, ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.
• Support recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance.
• Lead daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads.
• Actively manage attendance, wellbeing, and engagement in line with company policies.
• Role-model customer champion behaviour and reinforce a Right-First Time and First Time Resolution culture across all service interactions.
• Support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related cases within defined authority levels.
• Ensure interactions are handled professionally, accurately, and compliantly, including complex transaction processing.
• Identify emerging customer, service, transaction, or credit risk trends at a team level, address them locally where possible, and escalate to Managers when broader intervention is required.
• Monitor and manage team performance against defined SLAs, KPIs, productivity, quality, accuracy, and utilization targets.
• Take corrective action to address variances and balance service quality, capacity, and cost within established parameters.
• Produce regular performance updates highlighting trends, risks, volume shifts, and corrective actions, contributing frontline insight to Manager-level operational and capacity decisions.
• Ensure consistent execution of end-to-end processes and adherence to documented procedures, controls, and regulatory requirements, particularly for transaction processing and collections-related work.
• Monitor compliance with defined authority levels and escalation paths.
• Identify recurring issues, exceptions, or process gaps and provide data-backed recommendations for improvement.
• Design and implement short-term, practical solutions to local operational challenges.
• Support Manager-led change initiatives by driving adoption and reinforcing new ways of working at the team level.
• Communicate clearly and effectively with team members, peers, and internal stakeholders across multiple functions, to support effective day-to-day operations and service delivery.
• Collaborate across functions to resolve operational issues, ensure smooth handoffs, and escalate complex or higher-risk matters appropriately, maintaining service continuity and compliance.

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in officeTuesday, 2nd day can be flexible.
• 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: Mid Level
• Education Level: High school or GED