Hybrid Czech/Polish Support & Operations Specialist

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

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