Job Opportunities API

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 com