Customer Support SpecialistVerified as a real position

Who we’re looking for

• Fluency in both Czech & Polish; English is the working language
• Proven experience in customer support with strong case management skills
• Strong understanding of risk, compliance, and regulatory requirements in financial services
• Proven experience handling customer escalations and complex problem solving
• 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

What you’ll do

• 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 issues, investigate root causes, and implement practical solutions
• Collaborate with internal stakeholders (product, compliance, operations, finance) to improve efficiency and service delivery

About the position

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.