Customer Experience Consultant (Fintech)

TL;DR

Customer Experience Consultant (Fintech): Delivering digital-first support for trading platforms with an accent on complex query resolution and maintaining high quality service standards. Focus on building seamless customer journeys, de-escalating sensitive situations, and achieving target-driven resolution metrics within a cross-functional team.

Location: Must be based in Kraków, Poland (Hybrid role: 3 days in office required).

Salary: starting from 8 000 PLN

Company

hirify.global is a publicly-traded FTSE250 FinTech company providing mobile, web, and desktop platforms for trading stocks, derivatives, and crypto.

What you will do

• Deliver digital-first support via Intercom across diverse product and platform queries.
• Achieve high productivity and 80%+ CSAT quality targets.
• Collaborate with local and global teams to ensure seamless customer journeys.
• Resolve complex, sensitive customer issues with a focus on first-time resolution.
• Advocate for process improvements and contribute to team documentation.
• Manage escalations effectively to ensure optimal customer outcomes.

Requirements

• Fluency in English (written and verbal) is required.
• Fluency in one of the following is required: French, Spanish, Italian, or German.
• Proven track record in customer service and handling sensitive issues.
• Strong analytical mindset with attention to detail and numerical aptitude.
• Ability to rapidly master complex financial products and trading concepts.
• Must be able to work in a hybrid model in Kraków, Poland.

Nice to have

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

Culture & Benefits

• Hybrid work model with home office equipment reimbursement.
• Private medical cover (Medicover) and life insurance (Generali).
• Annual financial bonus and Multikafeteria system.
• Unlimited access to LinkedIn Learning platform.
• Three additional days off (birthday and volunteering).
• Access to various employee-led support networks and social events.