Customer Experience Associate (German, 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 product, market, and platform queries.
• Own customer interactions and aim for first-time resolution while maintaining high productivity, quality, and 80%+ CSAT results.
• Handle complex and sensitive issues, de-escalate difficult situations, and escalate cases when appropriate.
• Collaborate with local and global operations teams to deliver seamless customer journeys and fast resolutions.
• Advocate for customer experience improvements and contribute to training materials and process documentation.

Requirements

• Proven experience delivering excellent customer service and handling complex customer issues.
• Fluent written and verbal German and English are required.
• Strong communication skills across digital and phone channels, with empathy and emotional intelligence.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• Ability to learn complex financial products and trading concepts quickly.
• Self-motivation, resilience under pressure, accountability, collaboration, and a continuous-improvement mindset.

Nice to have

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

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Private medical cover, life insurance, and a flexible Multikafeteria benefits system.
• Performance-related annual bonus.
• Career-focused technical and leadership training, mentoring, and unlimited LinkedIn Learning access.
• Well-being events, Employee Assistance Programme, employee networks, and social activities.
• Three additional days off annually: one for a birthday and two for voluntary work.