Customer Support Specialist

TransferGo Ltd; Kraków; Hybrid; PLN 73,000 - 89,000; Full time

Benefits offered by this job

Competitive salary

Healthcare

Annual development budget

Hybrid work environment

Pet-friendly office

Inclusive culture

Empowerment and ownership

Job summary

TransferGo is seeking a Customer Support Specialist in Kraków, Poland to manage real-time chats and email inquiries across multiple languages. You will assist users with transfers, account issues, and verification processes while maintaining empathy and high-quality service.

The role reports to the Customer Care Team Lead-Dariia and requires a proactive, quick learner who can adapt to shifting volumes. Benefits include a competitive salary, healthcare, a development budget, hybrid work

Qualifications

• 1–2 years of experience in a customer support or service role.
• Excellent written communication to explain complex processes clearly.
• Ability to stay calm and friendly under pressure and help users.
• Fast learner who proactively solves issues and adapts to new tools.
• Comfort with AI/translation tools and basic digital literacy.

Responsibilities

• Handle incoming real-time chats and emails across languages using internal translation tools.
• Assist users with money transfer statuses, account issues, and verifications.
• Maintain empathy and professionalism, de-escalating when needed.
• Collaborate with Senior agents and Team Leads to resolve edge cases.
• Adhere to compliance standards and internal quality guidelines.

Skills

Customer support experience

Empathy

Written communication

Problem solving

Fast learner

Tools

AI translation tools

Job description

TransferGo is a growing fintech scale-up on a mission to champion financial freedom with care. We strive to provide tailored, more affordable financial services that make people's hard-earned money go further. Now in our 14th year, with close to 400 employees in offices across Europe and the UK, we’re crafting a brilliant, relevant product that makes a difference in people's lives and the well-being of their families.

We’ve come this far by building a talented, diverse workforce on a fair culture and our strong values. Having this strong team of employees, we can serve those who really need our product to make their lives better.

Customer Support keeps things running smoothly for our users across 9 languages.

We handle real-time chat requests and email inquiries, helping people navigate money transfers, account checks, and everyday app issues quickly and without stress.

Here’s what you’ll be doing as Customer Support Specialist :

• Handle incoming real-time chats and email inquiries across all supported languages using internal translation tools.
• Assist users with money transfer statuses, account issues, and verification processes.
• Manage customer interactions with empathy, keeping calm under pressure.
• Maintain high internal quality standards and adhere to compliance rules.
• Work closely with CS Senior agents and Team Leads to resolve complex edge cases

You’ll report to our Customer Care Team Lead-Dariia.

Here’s what we’d love from our new Customer Support Specialist:

• 1-2 years of experience in a customer support or service role
• You genuinely like helping people and can stay calm and kind, even when a customer is stressed.
• Great written communication: you can explain complex processes in simple and clear sentences.
• Fast learner who doesn't wait to be told what to do when an issue needs solving.
• Quick to pick up new tools and comfortable using AI/translation tools.
• Basic digital literacy and ability to learn internal support systems quickly.
• You are comfortable working in rotating shifts (08:00–17:00 / 12:00–21:00) and staying adaptable when volume spikes.

And if you can also do this stuff, even better:

• You can speak: Lithuanian, Polish (German, Ukrainian, Russian-is a plus) language
• Any experience in support, live chat, call centers, or hospitality/retail.

What we believe

At TransferGo, we offer competitive rewards to all people. We know that recognition is about more than just money, and we’ve fostered a culture of kudos to shine a light on the great work throughout the business, and the people making it all happen. We hold regular in person events to connect with each other and help all our TransferNauts to grow with a generous training allowance. We believe that empowering people makes for a happier and more effective workforce. This means we enable anyone who wants to pursue initiatives that deliver real value for our migrant customers.

What we offer:

• Competitive Salary: Starting from 6,500 - 8,000 PLN (gross) per month, depending on experience; Salary is just one part of the conversation – if you’re excited about the role but the range feels slightly off, don’t hesitate to apply. We’re open to discussing based on your experience and potential.
• Comprehensive Benefits: Including a generous holiday allowance, competitive healthcare insurance, and a wellbeing package from day one.
• Annual Development Budget: €1,000 to invest in your personal and professional growth.
• Hybrid Working Environment: Flexibility to work from home and in the office, with most team members in the office two days a week.
• Pet-Friendly Office: If you’re near one of our offices, bring your furry friend along!
• Inclusive Culture: Regular in-person events, fostering a strong sense of community and collaboration.
• Empowerment and Ownership: We believe in empowering our people to take initiative and drive meaningful change.

At TransferGo, we are committed to the equal treatment of all current and prospective employees. We will not tolerate discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage, civil partnership or any other protected category. We are proud of our diverse and inclusive culture and we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TransferGo. We look forward to meeting you!

Please note that all data collected will be handled in accordance with our candidates privacy policy ( https://www.transfergo.com/privacy-policy/overview ) and will only be used for the purpose of evaluating your candidacy. The data will be securely stored and deleted according to retention timeframe set in the candidates privacy policy. If you have any questions or concerns regarding this, please feel free to reach out by replying or via [e-mail]

Interview Process

1

Screening

A brief initial call to learn about your experience.

2

1st Interview

A conversation with the hiring manager and team.

3

Home Task

A small assignment to assess practical skills.

4

Final Interview

A brief initial call to learn about your experience.

5

Offer

A final conversation to confirm role and team fit.

Onboarding Process

Offer
accepted

We prepare everything you need for a smooth start.

You receive access, tools and a welcome kit to get you ready.

First week orientation

Meet your team, learn our tools and get familiar with ourworkflow.

Clear goals, regular check-ins and full support along the way.

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Join our dynamic teams

At TransferGo, our strength lies in the diversity of our departments. From innovative marketing strategies to seamless customer support, every team plays a vital role in building a trusted platform for our customers.