Customer Experience Associate (French)

Location: Kraków, Poland. Hybrid working model with 3 days in the office.

Salary: Starting from 8,000 PLN per month; the final offer depends on experience and competencies.

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving more than 1.3 million customers through financial trading products and platforms.

What you will do

• Provide digital-first customer support through Intercom across a broad range of product, market, and platform queries.
• Resolve customer issues with a focus on first-time resolution, ownership, and consistently high customer satisfaction.
• Handle complex and sensitive interactions, de-escalating difficult situations and escalating cases when appropriate.
• Collaborate with local and global operations colleagues to create seamless customer journeys and fast resolutions.
• Maintain productivity and quality standards while contributing to process improvements, training materials, and documentation.

Requirements

• Proven experience delivering excellent customer service and handling complex customer issues.
• Fluent written and verbal communication in English and French.
• Strong communication skills across digital and phone channels, with empathy and emotional intelligence.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving ability.
• Ability to learn complex financial products and trading concepts quickly.
• Self-motivation, resilience under pressure, time management, accountability, and a collaborative approach.

Nice to have

• Experience with financial products, derivatives, or trading platforms.
• Experience in a fast-paced, target-driven environment.
• Interest in financial markets and trading.

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Performance-related annual bonus, private medical cover, life insurance, and a flexible Multikafeteria benefits system.
• Professional development through mentoring, career progression, technical and leadership training, and LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and additional paid days off for volunteering and birthdays.
• Employee-led diversity networks, social clubs, sports activities, and company events.