Customer Experience Specialist - Trading & Investment (Fintech)

Location: City of London, United Kingdom; hybrid working with 3 days in the office

Company

hirify.global is a publicly traded FTSE250 fintech company operating trading and investment platforms for stocks and shares, leveraged products, futures and options, and cryptocurrency.

What you will do

• Provide premium multi-channel support through Intercom and Genesys for high-value and vulnerable customers, including customers with accessibility requirements.
• Resolve complex trading and account queries escalated from offshore teams, managing long-standing cases through investigation and stakeholder coordination.
• Provide expert support across trading platforms, including trade assistance, execution, P&L analysis, and margin calculations.
• Handle inbound queries, proactive outbound communications, complaints, and disputes in collaboration with compliance teams.
• Own customer interactions through first-time resolution, contribute to process improvements, and support training materials, documentation, and international projects.
• Maintain productivity and quality standards, including consistently achieving 80%+ CSAT scores.

Requirements

• 4–5 years of relevant customer-facing experience with a proven record of customer service excellence.
• Experience handling complex and sensitive customer issues, with strong written and verbal communication across digital and phone channels.
• Excellent problem-solving skills, numerical aptitude, attention to detail, and an analytical mindset.
• Ability to learn complex financial products and trading concepts quickly, with an interest in financial markets and trading or investing.
• Fluency in English, written and verbal, is required.
• Proactive, collaborative, resilient, self-motivated, and accountable, with strong time management skills.

Nice to have

• Experience with financial products, derivatives, or trading platforms.
• Experience in fast-paced, target-driven environments or top-tier support teams.
• Knowledge of local financial regulations and consumer rights.

Culture & Benefits

• Hybrid working model designed to balance collaboration and connection.
• Tailored development programs, mentoring opportunities, and clear career progression.
• Committees, sports and social clubs, plus opportunities to expand professional networks.
• Additional time off for volunteering and community work.
• Culture focused on client advocacy, ownership, continuous improvement, learning, and sustainable growth.