Customer Experience Consultant (Fintech)

TL;DR

Customer Experience Consultant (Fintech): Delivering exceptional digital-first customer service for financial products and trading platforms with an accent on achieving high productivity and quality targets. Focus on resolving complex customer issues, collaborating with global teams, and championing process improvements.

Location: Hybrid in Kraków, Poland (3 days in office required).

Salary: From 8,000 PLN per month

Company

hirify.global is a publicly-traded FTSE250 FinTech company running mobile, web, and desktop trading platforms for stocks, shares, leveraged products, futures, options, and crypto.

What you will do

• Provide digital-first customer support via Intercom for various query types.
• Achieve high productivity and quality targets, aiming for 80%+ CSAT scores.
• Collaborate with local and global teams for seamless customer journeys and fast resolution.
• Escalate issues to senior team members when necessary to ensure best customer outcomes.
• Ensure first-time resolution and take full ownership of each customer interaction.
• Advocate for customer experience and process improvements.

Requirements

• Proven track record in customer service excellence and handling complex customer issues.
• Strong communication skills across digital and phone channels.
• Proactive, collaborative, and curious mindset.
• Excellent problem-solving skills and analytical mindset.
• Fluency in French and English (written and verbal).
• Interest in financial markets and trading.

Nice to have

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

Culture & Benefits

• Hybrid working model with 3 days in the office.
• Home office equipment reimbursement.
• Annual financial bonus and private medical cover (Medicover).
• Multikafeteria system (Multisport card, vouchers, etc.) and life insurance (Generali).
• Employee-led networks (LGBTQ+, Women’s, Black, Parents & Carers).
• Career-focused technical and leadership training, including LinkedIn Learning.
• Well-being events and Employee Assistance Programme.
• 3 additional days off a year (Birthday, voluntary work).