Customer Support Specialist - Warsaw (hybrid) - Fluency in English & Polish required

About this role

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 regu