Customer Support Agent (Poland/Remote)

ZEN.COM; Rzeszów; On-site; PLN 67,000 - 100,000; Full time

Benefits offered by this job

Private medical healthcare

Internal and external training

Flexible working conditions

Real influence on shaping ZEN.COM

Innovative and effective environment

Job summary

ZEN.COM in Poland is seeking a Customer Support Agent in the Zen Care department. You will engage with users via in-app chat and other channels, resolve issues promptly, and ensure each interaction is positive and human-centered.

The role emphasizes empathy, proactive problem solving, and continuous improvement while operating in a fast-paced environment with rotating shifts across mornings, evenings, or nights.

Qualifications

• Fluency in English (C1 level or higher) with excellent verbal and written communication.
• Customer-centric mindset committed to exceptional service.
• Strong problem-solving abilities for challenging situations.
• Proactive attitude to resolve issues and improve experiences.
• Adaptability to work in a fast-paced environment and shifts.
• Willingness to work a rotating schedule across 7 days.

Responsibilities

• Engage with customers through in-app chat and other channels to resolve issues promptly.
• Communicate clearly, proactively, and with empathy in every interaction.
• Go beyond basic answers; resolve issues fully using procedures as tools.
• Identify improvements within the team, processes, and products.
• Provide thoughtful, non-scripted responses tailored to each customer.
• Exceed expectations and think creatively to improve processes.
• Balance procedures with flexible thinking to find the best solution.

Skills

English proficiency

Customer-centric mindset

Problem-solving abilities

Proactive attitude

Adaptability

Rotating shift schedule

Job description

ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN.COM, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.

Currently we are seeking a professional to join us as Customer Support Agent in the Zen Care Department in Poland.

Zen Care is the heart of our customer service – a team that supports users, solves problems, and ensures every interaction with us is a positive experience.

Requirements

• Fluency in English (C1 level or higher): Excellent verbal and written communication skills.
• Customer-Centric Mindset: A deep understanding of customer needs and a commitment to providing exceptional service.
• Problem-Solving Abilities: Strong ability to handle challenging situations and make effective decisions.
• Proactive Attitude: A willingness to take the initiative in resolving issues and improving the customer experience.
• Adaptability: The ability to work in a fast-paced environment and adapt to new challenges and changes.
• Availability to work on a rotating schedule across a 7-day work week - morning, evening, or night shifts, depending on project needs.

Responsibilities

• Customer Communication: Engage with customers through in-app support chat and other support channels, effectively resolving their issues in a timely and professional manner.
• Empathic Interaction: Communicate clearly, proactively, and with empathy, ensuring customers feel like they are talking to a real person, not a scripted response or a robot.
• Problem Resolution: Go beyond simply answering questions—focus on resolving issues fully. Use procedures as tools but always look for better ways to solve problems and improve the customer experience.
• Proactive Improvement: Actively identify and suggest improvements within the team, company processes, and products. Your insights will help drive the continuous enhancement of our services.
• Scripted Responses: You won’t rely on scripts or robotic responses. We value genuine, thoughtful communication tailored to each customer’s needs.
• Minimal Effort: This is not a role where you just do the bare minimum. You’re expected to go above and beyond in resolving issues, thinking creatively, and improving processes.
• Rigid Adherence to Procedures: While procedures are important, they are not the final word. You will have the flexibility to think outside the box and find the best possible solution for each customer.

What We Offer

• Real influence on shaping the ZEN.COM.
• Work in an environment where innovation and effectiveness truly matter.
• Competitive salary and flexible working conditions.
• Private medical healthcare.
• Internal and external training opportunities.

If you want to have a real impact on the experience of thousands of users and work with committed teams in an environment that values ownership, transparency, and pace – apply today!