Customer Experience Associate (Fintech)

Location: Kraków, Poland; hybrid working with 3 days in the office

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

Company

hirify.global is a FTSE 100 fintech serving more than 1.3 million customers across five continents and processing billions of dollars in transactions.

What you will do

• Provide digital-first customer support through Intercom across products, markets, and trading platforms.
• Resolve customer queries with a focus on first-time resolution, ownership, and positive outcomes.
• Maintain high productivity and quality standards, including consistently achieving 80%+ CSAT.
• Collaborate with local and global operations teams to ensure seamless customer journeys and fast resolution.
• Escalate complex issues appropriately and contribute to customer-focused process improvements.
• Create and improve training materials and process documentation.

Requirements

• Proven track record in customer service excellence and handling complex, sensitive customer issues.
• Fluent written and spoken English required.
• Strong communication skills across digital and phone channels, with empathy and emotional intelligence.
• Ability to de-escalate difficult situations, solve problems, and maintain resilience under pressure.
• Strong numerical aptitude, attention to detail, analytical thinking, and digital proficiency.
• Interest in financial markets and trading, with the ability to learn complex financial products and concepts quickly.

Nice to have

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

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Private medical coverage, life insurance, and a flexible Multikafeteria benefits system.
• Performance-related annual bonus and three additional days off each year.
• Career development through mentoring, technical and leadership training, and unlimited LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and employee-led inclusion networks.
• Sports, social, volunteering, and community activities.