EMEA Customer Support Pro — Complex Issues & Compliance

Convera; Warszawa; Hybrid; PLN 52,000 - 76,000; Full time

Job summary

Convera is seeking a skilled Customer Support Specialist to join our Customer Care team to support the EMEA region from Prague or Warsaw.

You will handle customer interactions across channels, manage escalations, and contribute to transaction processing and process improvements in a regulated financial environment. The role emphasizes compliance, risk management, and delivering exceptional service.

Qualifications

• 2–4 years of experience in customer support, operations, payments, or related financial services environments.
• Experience managing escalations and resolving non-routine customer issues.
• Ability to work independently within established policies and procedures.
• Knowledge of project and timeline management.

Responsibilities

• Customer Support & Case Management (primary focus): manage interactions across channels, own complex inquiries, provide timely solutions, escalate when needed.
• Problem Solving (primary focus): analyze scenarios, identify risks, ensure regulatory and policy compliance.
• Transaction Processing & Operational Excellence: process transactions per procedures, investigate issues, maintain documentation, meet SLAs/KPIs.
• Collaboration & Continuous Improvement: partner across teams to resolve issues and drive improvements and regulatory changes.
• Team Support: mentor colleagues, assist onboarding, contribute to quality reviews and day-to-day operations.
• Success in this role will be measured by effective case handling, accuracy, and contribution to team performance.

Skills

Analytical thinking

Problem solving

Communication skills

Attention to detail

Multitasking

Customer focus

Influencing

Continuous improvement

Job description

Convera is seeking a skilled Customer Support Specialist to join our Customer Care team to support the EMEA region from Prague or Warsaw.

You will handle customer interactions across channels, manage escalations, and contribute to transaction processing and process improvements in a regulated financial environment. The role emphasizes compliance, risk management, and delivering exceptional service.