Support Specialist (Complaints) (Fintech)

TL;DR

Support Specialist (Complaints) (Fintech): Managing formal customer complaints and ensuring fair, transparent resolution processes with an accent on root-cause analysis and regulatory compliance. Focus on investigating complex issues, collaborating with internal teams, and maintaining high-quality service standards for a global financial platform.

Location: Must be based in Poland or Romania

Salary: PLN 6,900–PLN 7,300 gross monthly (Poland)

Company

A global financial super app providing spending, saving, and investment products to over 75 million customers worldwide.

What you will do

• Handle incoming formal complaints within regulatory deadlines.
• Identify, analyze, and resolve customer issues.
• Set up and improve internal complaint-handling procedures.
• Maintain accurate data archives for complaint resolution.
• Collaborate with Product and Quality Assurance teams to improve service.
• Ensure all processes adhere to legal and regulatory standards.

Requirements

• Bachelor's degree (provisional certificate required).
• 18+ months of customer service experience.
• Fluency in English (C1+).
• Fluency in Portuguese (C1+).
• Strong analytical, numeracy, and IT skills.
• Must be based in Poland or Romania.

Nice to have

• Investigative experience.
• Background in retail customer service or insurance.

Culture & Benefits

• Opportunity to work in a fast-growing, multicultural environment.
• Focus on employee experience and professional development.
• Inclusive workplace with a dedicated D&I framework.
• Global team collaboration.