Customer Experience Associate (Fintech)

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

Salary: Starting from 8,000 PLN

Company

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

What you will do

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

Requirements

• Proven track record in customer service excellence.
• Fluency in English and German (written and verbal).
• Ability to handle complex, sensitive customer issues and de-escalate difficult situations.
• Strong numerical aptitude and the ability to master complex financial products rapidly.
• Must be based in or able to work from the Kraków office (hybrid model).
• Strong interest in financial markets and trading.

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 (3 days in office) with home office equipment reimbursement.
• Private medical cover for employees and their families (Medicover).
• Performance-related annual bonus and life insurance.
• Multikafeteria system (Multisport card, vouchers, etc.).
• Unlimited access to LinkedIn Learning and tailored leadership training.
• Additional 3 days off per year for birthdays and voluntary work.