Customer Support Specialist - Warsaw (hybrid) - Fluency in English & Polish required
Convera · Warsaw
Customer Support Specialist - Warsaw (hybrid) - Fluency in Polish & English required
Location: Warsaw
Department: Customer Care
Convera is seeking an experienced Customer Support Specialist to join our team . 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 Polish & English.
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
- 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
About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
We offer an abundance of competitive perks and benefits including:
- Market competitive monthly salary.
- Great career growth and development opportunities in a global organization.
- A flexible approach to work (hybrid).
- Generous employee benefits.
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
- 3 “wellness days” off per year.
- Paid time off for volunteering opportunities / charity (5 days per year).
There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.
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