Customer Support Agent (Poland/Remote)

ZEN; Rzeszów; Remote; PLN 60,000 - 72,000; Full time

Benefits offered by this job

Private medical healthcare

Flexible working conditions

Training opportunities

Influence on ZEN.COM

Job summary

ZEN.COM seeks a Customer Support Agent in its Zen Care Department in Poland. The role focuses on empathetic customer engagement, timely problem resolution, and proactive process improvements across in-app support and other channels.

Responsibilities include clear communication, avoiding robotic responses, and delivering high-quality service. The team values ownership, transparency, and pace in a fast-evolving fintech environment.

Qualifications

• Fluent English (C1 level or higher) required.
• Customer-centric mindset with a commitment to exceptional service.
• Strong problem-solving abilities and decision-making.
• Proactive attitude and initiative to resolve issues and improve experience.

Responsibilities

• Communicate with customers via in-app support chat and other channels, resolving issues timely and professionally.
• Interact with empathy to ensure customers feel heard and not scripted.
• Resolve issues beyond basic answers by following procedures while seeking better solutions.
• Identify and suggest improvements to teams, processes, and products to enhance services.
• Avoid rigid scripts; provide genuine, thoughtful communication tailored to each customer.
• Aim to exceed basic expectations by thinking creatively and improving processes.

Skills

English (C1+)

Customer-centric

Problem-solving

Proactive attitude

Adaptability

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 impacton the experience of thousands of users and work with committed teams in an environment that valuesownership,transparency, andpace