About this role
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