Customer Experience Specialist (Trading & Investment)

TL;DR

Customer Experience Specialist (Fintech): Delivering exceptional customer service to high-value clients, handling complex escalations across multiple channels. Focus on resolving sophisticated queries, managing disputes, and ensuring superior customer outcomes.

Location: Must be in the office 3 days a week in London, UK

Company

hirify.global is a publicly-traded FTSE250 FinTech company offering platforms for trading stocks, shares, leveraged products, Futures & Options, and Crypto.

What you will do

• Deliver multi-channel support via Intercom and Genesys for high-value customers.
• Handle complex escalations from offshore teams and manage long-standing cases.
• Provide expert-level support across hirify.global’s product suite and trading platforms.
• Offer trade assistance and execution, P&L analysis, and margin calculations.
• Participate in local customer campaigns and contribute to team knowledge sharing.

Requirements

• Proven track record in customer service excellence: minimum 4-5 year’s relevant customer-facing experience.
• Demonstrated ability to handle complex, sensitive customer issues.
• Strong communication skills across digital and phone channels.
• Excellent problem solving skills.
• Fluency in English (written and verbal).
• Interest in financial markets and trading/investing.

Nice to have

• Previous experience with financial products, derivatives, or trading platforms.
• Knowledge of local financial regulations and consumer rights.
• Previous top tier support experience.

Culture & Benefits

• Flexible Benefits Package (12% on top of salary).
• Private medical cover options and life insurance.
• 25 Days holiday, plus 1 day off for your Birthday & 2 days for voluntary work (28 in total).
• Unlimited access to the LinkedIn Learning Platform.
• Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks.
• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave.