Customer Experience Associate (Fintech)

Location: Kraków, Poland; hybrid model with 3 days in the office

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving more than 1.3 million customers and processing billions of dollars in transactions.

What you will do

• Provide digital-first customer support through Intercom across questions about products, markets, and trading platforms.
• Handle complex and sensitive customer issues, aiming for first-time resolution and positive outcomes.
• Maintain productivity and quality standards, including consistently achieving 80%+ CSAT scores.
• Collaborate with local and global operations colleagues to ensure seamless customer journeys and fast resolution.
• Escalate issues appropriately and take ownership of customer interactions.
• Contribute to process improvements, training materials, and process documentation.

Requirements

• Proven track record in customer service excellence and handling complex customer issues.
• Strong communication skills across digital and phone channels.
• Fluency in English.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• Ability to learn complex financial products and trading concepts quickly.
• Self-motivated, resilient, collaborative, accountable, and comfortable working under pressure in a target-driven environment.

Nice to have

• Experience with financial products, derivatives, or trading platforms.
• Experience working in a fast-paced, target-driven environment.

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Private medical cover for the employee and family or partner, life insurance, and a flexible Multikafeteria benefits system.
• Performance-related annual bonus.
• Career development through mentoring, technical and leadership training, and unlimited LinkedIn Learning access.
• Employee Assistance Programme, well-being events, and employee-led diversity and inclusion networks.
• Three additional days off annually: one for a birthday and two for voluntary work.