---
title: 'Customer Support Associate at Convera'
canonical: 'https://feeny.ai/job/customer-support-associate-convera-hong-kong-wsx5d9hcc68e'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Support Associate at Convera

- **Company:** Convera
- **Location:** Hong Kong
- **Posted:** 2026-07-16
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.eu.greenhouse.io/convera/jobs/4913778101

## Job description

Customer Support Associate – Hong Kong

As a Customer Support Associate with Convera based in our Hong Kong office, you will be responsible to provide Best-in-Class care to Convera customers from first contact through to resolution.

- This role is Monday – Friday, standard office hours
- This is a hybrid role, split between our central Hong Kong office (Quarry Bay MRT), and work from home.
- Salary on offer = $240K - $325K HKD ($20K - $27K per month)

Objectives of this role

- Drive a seamless customer experience that creates positive sentiment for Convera brand.
- Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
- Support the team and business goals by delivering Best in Class service to Convera customers.

## Responsibilities

- Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment, utilizing phone and email.
- Quickly identify and solve problems of diverse scope on the spot.
- Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
- Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.
- Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them.
- Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations.
- Required to work on projects and assist with business improvements.
- Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

Required skills and qualifications

- Essential - A minimum of 1 year of related experience, having provided the best levels of customer service by phone & email (ideally in a financial services environment, but not essential)
- Essential – Good Mandarin, Cantonese and English language skills – we speak to our customers in all 3 languages
- Essential – you must be a Hong Kong Citizen or Permanent Resident to be considered for this role
- Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others.
- Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
- A passion for Best-in-Class Customer Care, a Customer Champion.
- Strong problem solving and conflict resolution capabilities.
- Ability to learn and adapt quickly to new technology and processes.
- Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization.
- The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
- Good knowledge of MS applications.

About Convera:

Convera is the largest non-bank B2B cross-border payments company in the world. 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 to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. 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:

- Market competitive monthly gross salary, plus commission based on success
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
- Paid volunteering opportunities

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

## #LI-AS1

## About Convera

## Company Overview
- **One-liner**: Convera provides cross-border B2B payment and foreign exchange solutions, processing over $190 billion in annual turnover for tens of thousands of businesses worldwide.
- **Entity Type**: Private (owned by Goldfinch Partners, LLC and The Baupost Group, LLC)
- **Headquarters**: United States (global offices in 31 cities across 19 countries)
- **Founded**: 2021 (rebranded from Western Union Business Solutions)
- **Founders**: Not applicable (corporate spin-off; CEO Patrick Gauthier)

## Core Business
- **Primary industries**: Cross-border payments, foreign exchange (FX) risk management, financial technology (fintech)
- **Target customers**: B2B – small businesses, mid-market enterprises, educational institutions, financial institutions, law firms, manufacturing firms, non-governmental organizations (NGOs)
- **Mission or purpose**: “To push payments into the future by making them safer, faster and more accessible around the world – ensuring customers unlock the full potential of digital commerce.” [convera.com/about-us](https://convera.com/about-us/)

## Products & Services
- **GlobalPay Platform**: A secure digital platform to send and receive international business payments in over 140 currencies across 200+ countries and territories. Integrates with ERP systems via API. Available also for student payments. [convera.com](https://convera.com/)
- **FX Hedging Solutions**: Forward contracts, FX options, and FX swaps to help businesses manage currency risk and stabilize cash flow. [convera.com/about-us/about-convera-faq](https://convera.com/about-us/about-convera-faq/)
- **Multi-Currency Virtual Accounts**: Hold and manage balances in multiple currencies without needing foreign bank accounts.
- **Specialized Industry Solutions**: Tailored payment workflows for sectors including education, legal, workforce payments, and manufacturing. [convera.com](https://convera.com/)

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Processed over **USD 190 billion in turnover** in 2025; annual total payment volume exceeds $170 billion. [convera.com](https://convera.com/)
- **Notable Investors / Partners**: Owned by **Goldfinch Partners, LLC** and **The Baupost Group, LLC**; payment network of over 50 bank partners and 500+ bank accounts. [convera.com/about-us/about-convera-faq](https://convera.com/about-us/about-convera-faq/)
- **Growth Signals**: 1,900+ employees across 31 global offices; expanded from Western Union Business Solutions heritage with significant reinvestment in technology and product innovation; tens of thousands of active customers worldwide. [convera.com/about-us](https://convera.com/about-us/)

## Competitive Advantages
- **Decades of FX expertise** combined with modern payments technology (API integrations, ERP connections).
- **Extensive network**: Direct bank relationships in over 200 countries/territories, supporting 140+ currencies.
- **Rigorous compliance and fraud prevention** (regulatory and security certifications not explicitly detailed but emphasized).
- **Comprehensive hedging toolkit** (forwards, options, swaps) – rare for non-bank providers to offer such breadth.
- **Scale & stability**: Backed by major private equity owners and processing high-value daily transactions.

## Strategic Focus
- Continuing to invest in **product innovation and technology** to make cross-border payments faster, simpler, and more transparent.
- Deepening **industry-specific solutions** (education, legal, NGOs) and expanding direct integrations with enterprise resource planning systems.
- Growing **payment network capabilities** (including emerging payment rails like SWIFT Go, RTGS, ACH, SEPA) and expanding multi-currency collection options.
- Strengthening **global compliance and risk management** to serve regulated customer segments.

## Why Work Here
- **Culture**: “Growth-minded, results-oriented people with big ideas” – emphasis on collaboration, innovation, and customer-first mentality. [convera.com/about-us/careers](https://convera.com/about-us/careers/)
- **Work flexibility**: Hybrid and remote options available depending on role; “Work From Home” listings in job board. [job-boards.eu.greenhouse.io/convera](https://job-boards.eu.greenhouse.io/convera/)
- **Global footprint**: 31 offices in 19 countries, offering truly international career mobility.
- **Benefits**: Comprehensive global benefits including health & wellness (medical, dental, vision), mental health support via EAP, retirement/pension plans, flexible paid time off, wellness days, and paid volunteer day. [convera.com/about-us/careers](https://convera.com/about-us/careers/)
- **Meaningful work** : Helping businesses navigate global trade and payments, with a mission that combines technology, commerce, and social good.
- **Growth opportunities**: 59 open roles listed (as of search date) spanning engineering, sales, business development, and operations across multiple locations. [job-boards.eu.greenhouse.io/convera](https://job-boards.eu.greenhouse.io/convera/)

## Sources
1. [convera.com/about-us](https://convera.com/about-us/)
2. [convera.com/about-us/careers](https://convera.com/about-us/careers/)
3. [convera.com](https://convera.com/)
4. [convera.com/about-us/about-convera-faq](https://convera.com/about-us/about-convera-faq/)
5. [job-boards.eu.greenhouse.io/convera](https://job-boards.eu.greenhouse.io/convera/)

## Other roles at Convera

- [Senior Account Manager](https://feeny.ai/job/senior-account-manager-convera-milan-944hsc25jd60) — Milan, Italy / Rome, Italy
- [Customer Support Associate](https://feeny.ai/job/customer-support-associate-convera-singapore-mczkj9s2q1qb) — Singapore
- [Customer Support Associate](https://feeny.ai/job/customer-support-associate-convera-pune-kaftw6cshnwj) — Pune, India
- [Senior Relationship Manager](https://feeny.ai/job/senior-relationship-manager-convera-luxembourg-v572ejxrvw1z) — Luxembourg
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-convera-chicago-c6fzzvfjmj14) — Chicago, IL
- [Sr. Account Representative (Mandarin Speaking)](https://feeny.ai/job/sr-account-representative-mandarin-speaking-convera-toronto-d4fa9m8wmj4h) — Toronto, Canada
- [Customer Support Associate](https://feeny.ai/job/customer-support-associate-convera-vilnius-x12s0h42gk43) — Vilnius, Lithuania
- [Sales Assistant](https://feeny.ai/job/sales-assistant-convera-madrid-vrq5tkyatjwy) — Madrid, Spain
- [Inside Sales Representative - Integrated Partnerships - Peterborough, UK (hybrid)](https://feeny.ai/job/inside-sales-representative-integrated-partnerships-peterborough-uk-hybrid-xjexns80zz6x) — Peterborough, United Kingdom
- [Lead Account Representative](https://feeny.ai/job/lead-account-representative-convera-hong-kong-fj2pyek733m9) — Hong Kong