Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Delivering digital-first support to global clients regarding financial products and trading platforms with an accent on high-quality query resolution and customer satisfaction. Focus on mastering complex financial instruments, managing high-volume digital interactions, and advocating for process improvements.

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

Salary: starting from 8 000 PLN

Company

A publicly-traded FTSE250 FinTech company providing mobile, web, and desktop platforms for trading stocks, shares, leveraged products, futures, options, and crypto.

What you will do

• Deliver digital-first support via Intercom across various query types for global customers.
• Maintain high productivity and quality standards, consistently achieving 80%+ CSAT scores.
• Collaborate with local and global operations teams to ensure seamless customer journeys and fast resolution.
• Take full ownership of interactions to ensure first-time resolution and best possible customer outcomes.
• Champion the customer experience and advocate for internal process improvements.
• Contribute to the creation of training materials and process documentation.

Requirements

• Proven track record in customer service excellence and handling complex, sensitive issues.
• Fluency in English (written and verbal).
• Fluency in either German or Italian (written and verbal).
• Strong numerical aptitude, analytical mindset, and attention to detail.
• Ability to rapidly master complex financial products and trading concepts.
• Must be based in or able to work from Kraków, Poland.

Nice to have

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

Culture & Benefits

• Hybrid working model with home office equipment reimbursement.
• Annual financial bonus and private medical cover for employees and their families (Medicover).
• Multikafeteria system including options for Multisport cards and vouchers.
• Life insurance (Generali) and comprehensive well-being events.
• Unlimited access to LinkedIn Learning and tailored technical/leadership training.
• Additional paid time off for birthdays and voluntary community work.