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
Skills Required
- Fluency in Czech and Polish; working English proficiency
- 2-4 years in customer support, operations, payments, financial services, dealing desk, collections, or related
- Experience managing escalations and resolving non-routine customer issues
- Proven ability to work independently within established policies and procedures
- Knowledge of project and timeline management
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- High attention to detail with focus on accuracy and compliance
- Ability to manage multiple priorities in a dynamic, fast-paced environment
- Customer-centric mindset, professionalism, resilience, and ability to influence outcomes
- Continuous improvement mindset and commitment to development
Convera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Convera and has not been reviewed or approved by Convera.
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Leave & Time Off Breadth — Time off includes flexible PTO, additional wellness days, and paid volunteer time through a global program. These elements provide multiple avenues for rest and purpose‑driven leave.
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Healthcare Strength — Health coverage spans medical, dental, and vision for employees and families, supported by an Employee Assistance Program. Ongoing program updates aim to add value and consistency across regions.
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Retirement Support — Retirement or pension programs are part of the package, with indications of a 401(k) match in the U.S. These elements support long‑term financial security.
Convera Insights
What We Do
Convera is one of the largest non-bank, B2B cross-border payments companies in the world. We bring people, technology, and commerce together to help companies of all sizes navigate the future of global commerce. More than 30,000 customers, including small business owners, enterprise treasurers, educational institutions, and financial institutions, rely on our services to manage international payments and minimize currency risk.
