Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Delivering digital-first customer support for a global fintech platform with an accent on query resolution, productivity, and quality standards. Focus on handling complex financial product queries and optimizing the customer journey.

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

Salary: Starting from 8,000 PLN

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving over 1.3m customers globally.

What you will do

• Provide digital-first support via Intercom to global customers across various query types.
• Achieve high productivity and quality targets, consistently maintaining 80%+ CSAT scores.
• Collaborate with local and global operations teams to ensure seamless customer journeys.
• Take full ownership of interactions to ensure first-time resolution wherever possible.
• Advocate for process improvements and contribute to training materials and documentation.

Requirements

• Fluency in English and German (written and verbal).
• Must be based in or able to work from Kraków, Poland.
• Proven track record in customer service excellence and handling sensitive issues.
• Strong numerical aptitude and ability to master complex financial trading concepts rapidly.
• Analytical mindset with a proactive, collaborative approach to problem-solving.

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 home office equipment reimbursement.
• Performance-related annual bonus.
• Private medical cover for employees and their families (Medicover) and life insurance (Generali).
• Multikafeteria system including Multisport cards and vouchers.
• Unlimited access to LinkedIn Learning and leadership training.
• Additional days off for birthdays and volunteering.