Customer Experience Associate (German - Italian)

TL;DR

Customer Experience Associate (German - Italian) (FinTech): Deliver digital-first support to global customers on trading platforms, products, markets, and queries with an accent on productivity, quality, and seamless resolutions. Focus on achieving 80%+ CSAT scores, first-time resolutions, and process improvements through collaboration and escalation.

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

Salary: starting from 8 000 PLN

Company

Publicly-traded FTSE250 FinTech company running mobile, web, and desktop trading platforms for stocks, leveraged products, futures, options, and crypto across 18 countries.

What you will do

• Deliver digital-first support via Intercom across query types on products, markets, and platforms
• Achieve high productivity, quality targets, and 80%+ CSAT scores
• Collaborate with local and global teams for seamless customer journeys and fast resolutions
• Escalate to seniors when needed and take ownership of interactions
• Champion customer experience and contribute to process improvements, training materials, and documentation

Requirements

• Proven track record in customer service excellence handling complex issues
• Strong communication skills across digital and phone channels
• Fluency in English (written and verbal) and fluency in either German or Italian (written and verbal)
• Analytical mindset, problem-solving, numerical aptitude, and digital proficiency
• Passion for customer service, empathy, resilience under pressure, and interest in financial markets
• Must work hybrid in Kraków, Poland (3 days in office)

Nice to have

• Previous experience with financial products, derivatives, or trading platforms
• Experience in fast-paced, target-driven environments

Culture & Benefits

• Hybrid working with home office equipment reimbursement
• Annual financial bonus, private medical cover (Medicover), life insurance (Generali), Multikafeteria (Multisport, vouchers)
• 3 additional days off (birthday + 2 for volunteering), summer picnic, New Year party, social events
• Tailored development, mentoring, LinkedIn Learning, career training, well-being events, Employee Assistance Programme
• Employee-led networks (LGBTQ+, Women’s, Black, Parents & Carers) with event budgets