Customer Experience Specialist (Trading & Investment)

TL;DR

Customer Experience Specialist (Trading & Investment): Delivering exceptional customer service and premium support to high-value customers, handling complex escalations and sophisticated queries with an accent on dispute resolution and superior customer outcomes. Focus on providing expert-level support across financial products and trading platforms, including P&L analysis and margin calculations.

Location: Hybrid in London, UK (3 days in office)

Company

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

What you will do

• Deliver multi-channel support for high-value and vulnerable customers.
• Handle complex escalations, sophisticated trading and account queries from global teams.
• Manage long-standing cases requiring deep investigation and stakeholder coordination.
• Process complaints and disputes in compliance with regulations.
• Provide expert-level support across hirify.global’s product suite and trading platforms.
• Offer trade assistance, P&L analysis, and margin calculations for sophisticated clients.

Requirements

• Minimum 4-5 years of 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.
• Experience working in fast-paced, target-driven environments.
• Knowledge of local financial regulations and consumer rights.
• Previous top-tier support experience.

Culture & Benefits

• Hybrid working model with 3 days in the office.
• Flexible Benefits Package (12% of salary).
• Private medical cover and life insurance.
• 25 days holiday, plus one day for birthday and two for voluntary work (28 total).
• Unlimited access to the LinkedIn Learning Platform.
• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as enhanced carers leave.