Customer Experience Associate (Swedish)

Location: Kraków, Poland; hybrid model with 3 days per week in the office

Salary: Starting from 8,000 PLN; the 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 operating large-scale financial transaction platforms.

What you will do

• Provide digital-first customer support through Intercom across a broad range of queries.
• Resolve customer issues related to products, markets, and trading platforms while aiming for first-time resolution.
• Maintain productivity, quality, and consistently high customer satisfaction standards, including 80%+ CSAT.
• Collaborate with local and global operations teams to ensure seamless customer journeys and timely escalation when needed.
• Take ownership of customer interactions and advocate for improvements to support processes.
• Contribute to training materials and process documentation.

Requirements

• Proven experience delivering excellent customer service and handling complex or sensitive customer issues.
• Strong written and verbal communication skills across digital and phone channels.
• Fluency in English and Swedish is required, both written and verbal.
• Empathy, emotional intelligence, and the ability to de-escalate difficult situations professionally.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• 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 working in a fast-paced, target-driven environment.

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Performance-related annual bonus, private medical cover, life insurance, and a Multikafeteria benefits system.
• Career-focused technical and leadership training, mentoring, career progression, and unlimited LinkedIn Learning access.
• Three additional days off annually, including one birthday day and two volunteering days.
• Employee assistance, well-being events, social clubs, and employee-led diversity and inclusion networks.