Customer Support Specialist Warsaw

Convera; Warszawa; Hybrid; PLN 55,000 - 75,000; Full time

Job summary

Convera is seeking an experienced Customer Support Specialist to join our team in Prague or Warsaw. You will deliver exceptional customer experiences while supporting transaction processing, issue resolution, and risk management across the EMEA region.

This hybrid role combines customer support, problem solving, and operational excellence in a regulated financial environment. Fluency in Czech or Polish is required, and you will collaborate with multiple teams to resolve complex cases and improve

Qualifications

• 2–4 years of experience in customer support or related environment.
• Experience handling escalations and complex issues.
• Ability to work independently within policies and procedures.
• Knowledge of project and timeline management.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communications skills.
• High attention to detail with a focus on accuracy and compliance.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.

Responsibilities

• Manage customer interactions across phone, case management, and digital channels
• Take ownership of complex customer enquiries and escalated cases from investigation through resolution
• Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations
• Function as an escalation point for customer, transaction, and process-related enquiries
• Analyze complex customer and operational scenarios to determine resolutions
• Identify potential risks, anomalies, or recurring issues and escalate when necessary
• Ensure adherence to regulatory, legal, and internal policy requirements
• Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards
• Process and validate customer transactions in accordance with established procedures, SLAs, and regulatory requirements
• Investigate and resolve transaction-related issues, exceptions, and discrepancies
• Maintain accurate and up-to-date documentation across support and operational systems
• Effectively manage workloads, queues, and priorities to achieve service and quality targets
• Ensure delivery towards SLAs and KPIs
• Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations to resolve issues efficiently
• Contribute to process improvements and operational initiatives that enhance customer experience and efficiency
• Support the implementation and enhancement of tools, processes, and regulatory changes
• Share insights and recommendations to improve service delivery and operational performance
• Support operational and cross-functional projects, including tracking timelines, actions, and deliverables
• Provide guidance and mentoring to colleagues through knowledge sharing and best-practice support
• Assist with onboarding and development of new team members
• Contribute to quality reviews, team discussions, and continuous capability building
• Support local Leaders with day-to-day operational activities as well as project assignments as required
• Function as a subject matter expert for complex cases and processes

Skills

Customer support

Problem solving

Analytical thinking

Verbal and written communication

Project and timeline management

Resilience

Attention to detail

Job description

Location: Prague or Warsaw
Department: Customer Care

Convera is seeking an experienced Customer Support Specialist to join our team . As a Customer Support Specialist, you will play a critical role in delivering exceptional customer experiences while supporting transaction processing, issue resolution, project management, and operational excellence across the EMEA region.

This role is ideal for an experienced customer support professional who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about providing outstanding service whilemaintaininghigh standardsof compliance and risk management.In thishybrid roleyou willcombinecustomer support, transaction processing, escalationmanagement,and service deliveryin a regulated financial environment.

The role requires fluency in both Czech or Polish

Responsibilities:

Customer Support & Case Management(primary focus)

• Manage customer interactions across phone, case management, and digital channels
• Take ownership of complex customer enquiries and escalated cases from investigation through resolution
• Delivertimely, professional, and customer-focused solutions while balancing operational and risk considerations
• Function asan escalation point for customer, transaction, and process-related enquiries

Problem Solving(primary focus)

• Analyzecomplex customer and operational scenarios to determineappropriate resolutions
• Identifypotential risks, anomalies, or recurring issues and escalated when necessary
• Ensure adherence to regulatory, legal, and internal policy requirements
• Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards

Transaction Processing & Operational Excellence

• Process andvalidatecustomer transactionsin accordance withestablished procedures, service level agreements, and regulatory requirements
• Investigate and resolve transaction-related issues, exceptions, and discrepancies
• Maintainaccurateand up-to-date documentation across support and operational systems
• Effectively manage workloads, queues, and priorities to achieve service and quality targets
• Ensure delivery towards SLAs and KPIs
• Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations to resolve issues efficiently
• Contribute to process improvements and operational initiatives that enhance customer experience and efficiency
• Support the implementationand enhancementof tools, processes, and regulatory changes
• Share insights and recommendations to improve service delivery and operational performance
• Support operational and cross-functional projects, including tracking timelines, actions, and deliverables

Team Support

• Provide guidance and mentoring to colleagues through knowledge sharing and best-practice support
• Assistwith onboarding and development of new team members
• Contribute to quality reviews, team discussions, and continuous capability building
• SupportlocalLeaderswith day-to-day operational activitiesas well as project assignmentsasrequired
• Function asa subject matter expert for complex cases and processes

Success in this role will be measured by:

• Effective handling of complex cases and escalations
• Accuracy and compliance in transaction processing
• Contribution to teamperformance, stakeholdermanagementand process improvements

What weare looking for

Required Experience

• 2–4 years of experience in customer support, operations, payments, financial services, dealingdesk, collections, or a related environment
• Experience managing escalations and resolving non-routine customer issues
• Proven ability to work independently whileoperatingwithin established policies and procedures
• Knowledge about project and timeline management
• Strong analytical and problem-solving abilities
• Excellent verbal and written communicationskills
• High attention to detail with a focus on accuracy and compliance
• Ability to manage multiple priorities in a dynamic, fast-paced environment
• Customer-centric mindset with strong professionalism and resilience
• Confidence influencing outcomes and collaborating across teams
• Continuous improvement mindset with a commitment to personal and professional development