Customer Support Specialist

Customer Support Specialist (EMEA) - Prague

Location: Prague
Department: Customer Care

Convera is seeking an experienced Customer Support Specialist to join our team in Prague. 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 while maintaining high standards of compliance and risk management. In this hybrid role you will combine customer support, transaction processing, escalation management, and service delivery in a regulated financial environment.

The role requires fluency in both Czech & Polish; English is the working language

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

• 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

Problem Solving (primary focus)

• Analyze complex customer and operational scenarios to determine appropriate 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

Transaction Processing & Operational Excellence

• Process and validate customer transactions in accordance with established procedures, service level agreements, 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

Collaboration & Continuous Improvement

• 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

Team Support

• 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

Success in this role will be measured by:

• Effective handling of complex cases and escalations

• Accuracy and compliance in transaction processing

• Contribution to team performance, stakeholder management and process improvements

What we are looking for

Required Experience

• 2–4 years of experience in customer support, operations, payments, financial services, dealing desk, collections, or a related environment

• Experience managing escalations and resolving non-routine customer issues

• Proven ability to work independently while operating within established policies and procedures

• Knowledge about project and timeline management

Skills & Competencies

• Strong analytical and problem-solving abilities

• Excellent verbal and written communication skills

• 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