Support Specialist (Complaints) (Spanish)

TL;DR

Support Specialist (Complaints) (Spanish): Managing formal customer complaints and performing root-cause analysis to enhance service quality with an accent on regulatory compliance and process transparency. Focus on resolving complex issues, collaborating with internal product teams, and ensuring adherence to legal standards.

Location: Remote (Poland or Romania)

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

Company

Global financial super app providing spending, saving, and investing services to over 75 million customers.

What you will do

• Handle incoming formal complaints within strict regulatory deadlines.
• Identify, analyze, and resolve root causes of customer issues.
• Develop and improve internal procedures to ensure fair customer treatment.
• Maintain a central archive of data for accurate recording and accessibility.
• Collaborate with Product and Quality Assurance teams to optimize complaint resolution.
• Monitor and apply relevant industry regulations and compliance requirements.

Requirements

• Location: Must be based in Poland or Romania
• Bachelor's degree (provisional certificate accepted).
• 18+ months of professional customer service experience.
• English: C1+ level fluency required
• Spanish: C1+ level fluency required
• Strong analytical, IT, and numeracy skills.

Culture & Benefits

• Certified Great Place to Work™ with a diverse, multicultural environment.
• Focus on Diversity & Inclusion through a dedicated framework.
• Opportunities for career progression within a fast-growing fintech leader.
• Flexible remote work arrangement within specified countries.