Customer Experience Associate (Italian)

Location: Kraków, Poland; hybrid working model with three days per week in the office.

Company

hirify.global is a FTSE 100 fintech operating across five continents and serving more than 1.4 million customers.

What you will do

• Provide digital-first customer support through Intercom across questions about products, markets, and trading platforms.
• Own customer interactions from initial contact through resolution, aiming for first-time resolution and consistently high customer satisfaction.
• Collaborate with local and global operations teams to ensure seamless customer journeys and fast issue resolution.
• Recognize when complex issues should be escalated to senior colleagues.
• Navigate multiple digital platforms, manage workload independently, and de-escalate difficult situations professionally.
• Contribute to training materials, process documentation, and customer experience improvements.

Requirements

• Fluency in English and Italian.
• Strong communication skills across digital and phone channels.
• Strong numerical aptitude, analytical thinking, attention to detail, and problem-solving skills.
• Resilience under pressure, effective time management, personal accountability, and a continuous improvement mindset.
• Ability to handle complex and sensitive customer issues while maintaining productivity and quality standards.
• Interest in financial markets and trading; relevant experience is advantageous.

Culture & Benefits

• Hybrid working model with three days in the office.
• Competitive salary and benefits plan; compensation details are shared during the first interview.
• Life insurance, medical insurance with Medicover, and an employee assistance program.
• One additional day off for a birthday and two additional days off annually for voluntary work.
• Employee share plans, free weekly office lunch, mentorships, networks, committees, sports and social clubs, and volunteering opportunities.

Hiring process

• Compensation details will be discussed with the recruiter during the first interview.