ZEN Shopping Care Specialist

ZEN.COM is a smart financial app designed for your everyday life – at home and on the go.

We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN.COM, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees. Currently we are seeking a professional to join us as ZEN Shopping Care Specialist in Poland.

Requirements

• Strong communication and interpersonal skills
• Customer-first approach
• Ability to analyze data and reports
• Ability to work with internal systems and cross-functional teams
• Fluent Polish and English: B2 - C1 level
• Nice-to-have: Experience with Visa/Mastercard rules
• Experience preparing evidence for chargebacks
• Familiarity with Jira, Zendesk, or similar tools

Responsibilities

• Lead complex customer issues to resolution by leveraging deep expertise in payments and financial processes
• Ensure excellent customer experience throughout the claims lifecycle
• Support knowledge building on payment system rules
• Take ownership of evidence collection for claims
• Monitor KPIs, participate in service improvements, and actively advocate for customer needs across teams