Czech Speaking Subject Matter Expert (SME)

Subject Matter Expert (SME) Customer SupportWhy this role makes a differenceStep into a pivotal role where youll drive excellence in customer interactions, mentor support agents, and influence the quality of service delivery. This is your chance to become the go-to expert in a fast-moving, international customer support setting and shape the future of customer experience.Key responsibilitiesServe as the expert on project-related matters including features, policies, compliance and best practicesMonitor customer interactions (voice, chat, email) to ensure accuracy, tone, process adherence and regulatory complianceIdentify gaps in workflows and partner with operations, QA, training and product teams to improve support processes and elevate customer experienceHandle advanced or escalated cases requiring deep product knowledge and exceptional customer handlingProvide coaching, side-by-side support and mentoring to agents and new hiresCollaborate with product managers, compliance teams and IT to relay customer feedback, support feature fixes/improvements and enhance the overall service offeringHelp team managers oversee daily support queues, ensure smooth operations and maintain high service standardsWhat were looking forFluent in [target language(s)] and strong English both spoken and written Minimum 6 months of experience as a customer support agent or in a similar roleHigh school diploma or university degree Strong customer-service mindset: empathy, persuasion, calm under pressureExcellent listening and follow-up capabilities, strong organisational skills and attention to detailAbility to multitask, make quick decisions and thrive in a fast-paced environmentWillingness to work shifts and public holidays as required EU citizenship or valid work permit is mandatory What youll getCompetitive salary and benefits Additional health & life insurance coverage Relocation support for eligible candidates Generous annual leave, food vouchers, transport/utilities allowance and employee discountsModern office environment, multicultural team and clear career progression opportunitiesWorld-class training and development to grow your expertise in customer supportYour next stepIf youre ready to step up, own a subject-matter role in customer support, mentor a team and shape exceptional service delivery lets make it happen. Wed love to hear from you and support your next career chapter.