Customer Care Operations Specialist

Twisto, a Param Company, is a leading Buy Now Pay Later service provider from CEE. Our neat and powerful mobile app allows customers to defer their payments, split them into installments or split the bill with friends, and take care of their invoices quickly and easily. Twisto offers virtual cards for shopping comfortably everywhere and aggregates the payments for users, giving them the best exchange rate possible for international payments. With more than 20,000 merchants, Twisto offers wider and better payment options for higher conversion rates, higher average purchase value, and less time wasted.

What is going on at Twisto right now?

We started in 2013 as the simplest deferred payment solution at online checkout. Today we are a daily payments app, delivering seamless omni-channel daily payments to customers across Europe 🌍 And you can help on our next journey of growth! We are looking for a new colleague to take a position of Customer Care Operations Specialist.

As Customer Care Operations Specialist you will be responsible for:

• Creating, organizing and managing internal manuals describing Customer Care processes and procedures. 

• Regular updating of internal documentation and regulations of the Customer Care department.

• Responsibility for regular review of macros for written communication with customers. 

• Preparation of documents for internal and external audit. 

• Assist with the preparation of reports, presentations and other materials required for internal and external purposes.

• Preparation and regular updating of FAQ content for customers. 

• Preparation and evaluation of knowledge tests for the Customer Care department

• Providing administrative support to teams, managers.

What do we offer:

• Contract of employment.

• A well-located office in the center of Warsaw in a renovated tenement house (Smolna 40) or the possibility of hybrid work ( (work in the office 3 x week).

• Lunch card.

• Flexible working hours.

• Cash equivalent due to hybrid work.

• Promoting a healthy lifestyle - we offer co-financed MultiSport card and private medical care🩺, team events, 30 days of paid vacation, 4 sick/admin days or 5 days of additional paid leave for parents after child birth, etc.

• 2+ years of experience in customer service, administrative roles, or process documentation.

• Experience in managing documentation or knowledge bases for internal teams.

• Ability to formulate clear and transparent writing (e.g. instructions, descriptions, etc.). complying with the language rules on spelling and style

• Ability to gather, analyze, and present data effectively using spreadsheets, presentations, and written reports.

• Ability to translate complex processes into user-friendly documentation.

• Strong interpersonal skills for working closely with various departments, securing feedback on processes, and ensuring updates are cross-functionally communicated.

• Strong organizational and time management skills.

• Knowledge of customer care operations.

• Very good knowledge of the Polish language (min. C1) and the English language (min. B2).

• Very good knowledge of MS Office, Google applications, Atlassian package (e.g. Confluence).

  Additinal advantages:

• Experience with audit preparations (internal or external).

• Exposure to or understanding of process optimization techniques such as Six Sigma or Lean.

• Familiarity with content management systems (CMS)

• Bachelor’s degree in Business Administration, Communications, or a related field.