Customer Support Specialist (German or French speaker)

Convera; Warszawa; Hybrid; PLN 1.036.000 - 1.241.000; Vollzeit

Benefits dieser Stelle

Market-competitive salary

Career growth opportunities

Flexible work arrangement

Insurance (health, disability, life)

Paid holidays and leave

Wellness days

Volunteering opportunities

Zusammenfassung

Convera in Warsaw is seeking a Customer Support Specialist (German or French speaker) to join as a critical individual contributor. You will handle customer inquiries, process transactions, and support collections with limited supervision, promoting service excellence and operational risk mitigation.

The role requires 3+ years in customer support or payments operations, strong escalation handling, and collaboration across teams.

Qualifikationen

• 3+ years of experience in customer support or related operations.
• Experience handling complex customer scenarios and escalations.
• Ability to mentor colleagues and share knowledge.
• Strong collaboration across teams and stakeholders.

Aufgaben

• Manage customer interactions via phone, case management, and digital channels with high service standards.
• Take ownership of complex escalations and drive resolution while balancing outcomes and risk.
• Process and validate customer transactions following procedures, SLAs, and regulatory requirements.
• Serve as escalation point for Associates and provide guidance on queries.
• Investigate overdue balances and support reconciliation and collections activities.
• Maintain accurate documentation and ensure regulatory and internal policy compliance.
• Support service delivery for key regional customers and collaborate with Sales, Compliance, and Operations.

Kenntnisse

German language

French language

English communication

Jobbeschreibung

Customer Support Specialist (German or French speaker)

Warsaw

Working Model: Hybrid, with onsite working 2–3 days per week.
Working Hours: Monday to Friday, 8am–5 pm.
Contract type: Full-time, Permanent

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the permanent legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.

Convera is seeking a Customer Support Specialist (French or German speaker) to join the team in a critical individual contributor role that combines advanced customer support, transaction processing, and collections-related responsibilities. The Specialist will operate with limited supervision, applying sound judgment, strong operational expertise, and established procedures to resolve customer inquiries, manage escalations, process transactions, and support the resolution of overdue or exception positions. This role plays a key part in delivering service excellence, mitigating operational risk, and driving continuous improvement initiatives. The successful candidate will also serve as an informal escalation point and mentor within the team, supporting colleagues and helping to promote best practices across customer operations.

You will be responsible for:

• Managing customer interactions through phone, case management, and digital channels, delivering a high standard of service and support.
• Taking ownership of complex and escalated cases, investigating issues and driving resolution while balancing customer outcomes, operational efficiency, and risk.
• Processing and validating customer transactions in line with established procedures, SLAs, and regulatory requirements.
• Acting as an escalation point for Associates, providing guidance on customer, transaction, and process-related queries.
• Investigating overdue or unresolved balances and supporting reconciliation and collections activities.
• Maintaining accurate documentation and ensuring compliance with regulatory, legal, and internal policy requirements.
• Supporting service delivery and customer experience for some of the region's most important and strategic customers.
• Building strong partnerships with Sales, Compliance, and Operations stakeholders.
• Supporting the Team Lead with day-to-day operational activities and contributing to team success and business continuity.
• Demonstrating a positive example for colleagues by sharing knowledge, supporting team initiatives, and promoting best practices across operations.
• Showing initiative in identifying opportunities for process improvements and contributing ideas that enhance customer experience and operational efficiency.
• Supporting the onboarding and development of team members through knowledge sharing, best practice and collaboration, with guidance from the Team Lead where appropriate.
• Managing workload priorities effectively to meet service quality standards, SLAs, and KPI targets.
• Consistently delivering against customer experience, productivity, quality, and compliance objectives.

You should apply if you have:

• 3+ years of experience in customer support, payments operations, collections or related operational environments.
• Experience handling complex customer scenarios and escalations, with an interest in further developing client relationship management skills.
• Strong collaboration skills and the ability to build effective working relationships across teams and stakeholders.
• Demonstrated ability to work independently while following defined procedures and guidance.
• Experience managing escalations and non-routine scenarios within clear frameworks.
• Strong analytical, documentation, and problem-solving skills.
• Clear written and verbal English communication skills with the ability to influence outcomes.
• Professional fluency in either German or French (written and verbal).
• Strong attention to detail, accuracy, and compliance.
• Customer-centric mindset with professionalism and resilience.
• Strong ability to manage multiple work types in a fast-paced environment.
• Ability to remain effective under pressure while managing complex or sensitive customer situations.
• Demonstrated ability or strong interest in mentoring colleagues, sharing knowledge, and contributing to team development.
• Continuous improvement mindset and willingness to drive own development.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, 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 starts at 102,000 PLN
• Great career growth and development opportunities in a global organization
• A flexible approach to work
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• 3 wellness days per year
• Paid volunteering opportunities (5 days per year)

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. if you’re ready to unleash your potential.

#LI-SU1

Convera requires background checks of all new employees at the appropriate stage of the application procedure, including, in certain countries, the investigation of criminal convictions, in accordance with applicable federal, state and local law. Disclosure of a criminal record will not necessarily disqualify you for employment. Any conviction or guilty plea will be evaluated on its own merit with respect to time, nature, circumstances and seriousness, as well as any other factors required pursuant to applicable federal, state and local law, in relation to the job for which you are indicating interest. However, failure to disclose this information when requested, in accordance with applicable federal, state and local law, will generally result in a disqualification of your application or termination of employment.