Customer Experience Associate (English, Fintech)

Location: Kraków, Poland; hybrid working model

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving more than 1.4 million customers and handling billions of dollars in transactions.

What you will do

• Deliver digital-first customer support through Intercom across a range of queries about products, markets, and platforms.
• Provide consistently high-quality service while meeting productivity and quality targets, including 80%+ CSAT scores.
• Own customer interactions through first-time resolution where possible and escalate complex issues appropriately.
• Collaborate with local and global operations teams to support seamless customer journeys and fast resolution.
• Navigate multiple digital platforms and systems while managing an independent workload.
• Contribute to training materials, process documentation, and customer experience improvements.

Requirements

• Fluent English and strong communication skills across digital and phone channels.
• Strong numerical aptitude, analytical thinking, attention to detail, and problem-solving ability.
• Self-motivated, accountable, resilient under pressure, and able to manage time effectively.
• Demonstrated ability to handle complex and sensitive customer issues professionally.
• Ability to learn and apply complex financial products and trading concepts.
• Proactive, collaborative, curious, and committed to continuous improvement.

Nice to have

• Interest in financial markets and trading experience.

Culture & Benefits

• Hybrid working model in Kraków.
• Competitive salary and benefits plan.
• Life and medical insurance, including Medicover coverage.
• One additional day off for a birthday and two additional days off for voluntary work each year.
• Employee share plans, a benefits platform, free weekly office lunch, and an Employee Assistance Program.