Convera
FinTech
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist at Convera. Skills: Customer Support, Case Management, Problem Solving, Transaction Processing. Manage customer interactions across phone, case management, and. Take ownership of complex customer enquiries and escalated”
What You'll Achieve.
Effective handling of complex cases and escalations; Accuracy and compliance in transaction processing; Contribution to team performance; Stakeholder management; Process improvements
Industry & Context.
Analytical; Problem-solving abilities; Root cause analysis
What They're Looking For.
Must Have
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, Fluency in Czech, English is the working language
Nice to Have
Knowledge about project and timeline management
What You'll Do.
Manage customer interactions across phone
Take ownership of complex customer enquiries and escalated
Investigate customer enquiries and escalated cases through resolution
and customer-focused solutions
Balance operational and risk considerations
Function as an escalation point for customer
Analyze complex customer and operational scenarios
Determine appropriate resolutions
Identify potential risks
or recurring issues when necessary
Ensure adherence to regulatory
Support audit readiness
Support complaint-handling frameworks and control standards
Process and validate customer transactions
Ensure compliance with established procedures
service level agreements
Investigate and resolve transaction-related issues
Maintain accurate and up-to-date documentation across support and
Effectively manage workloads
Achieve service and quality targets
Ensure delivery towards SLAs and KPIs
Partner with teams across Customer Support
Resolve issues efficiently
Contribute to process improvements and operational initiatives
Enhance customer experience and efficiency
Support the implementation and enhancement of tools
Share insights and recommendations to improve service delivery
Support operational and cross-functional projects
Track project timelines
Provide guidance and mentoring to colleagues
Share knowledge and best practices
Assist with onboarding and development of new team
Contribute to quality reviews
Support local Leaders with day-to-day operational activities
Support local Leaders with project assignments
Function as a subject matter expert for complex
How You'll Work.
Team & Collaboration
Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations; Collaborate across teams
Communication Scope
Verbal communication; Written communication
Process & Methodology
Project management, Timeline management
Full Job Description
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 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 issu
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