Customer Experience Associate (Chinese)

Location: Kraków, Poland; hybrid working 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 handling 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 customer issues end to end, aiming for first-time resolution and excellent outcomes.
• Maintain productivity, quality, and consistently high customer satisfaction standards.
• Collaborate with local and global operations colleagues to ensure seamless customer journeys and fast resolution.
• Escalate complex or sensitive issues appropriately and contribute to process improvements, training materials, and documentation.

Requirements

• Proven track record in customer service excellence and handling complex, sensitive customer issues.
• Fluency in English and Chinese is essential.
• Strong communication skills across digital and phone channels, with empathy and the ability to de-escalate difficult situations.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• Ability to learn complex financial products and trading concepts quickly and work effectively under pressure.
• Interest in financial markets and trading.

Nice to have

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

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Performance-related annual bonus, private medical cover, life insurance, and a Multikafeteria system.
• Career-focused technical and leadership training, mentoring, career progression, and unlimited LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and additional time off for volunteering and community work.
• Employee-led diversity networks, social clubs, and company events.