Customer Experience Associate (Spanish)

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

Company

hirify.global is a FTSE 100 fintech serving more than 1.3 million customers across five continents.

What you will do

• Provide digital-first customer support through Intercom across a range of product, market, and platform queries.
• Own customer interactions from initial contact through resolution, aiming for first-time resolution wherever possible.
• Maintain high productivity, quality, and customer satisfaction standards, including consistent CSAT results above 80%.
• Escalate complex issues appropriately and collaborate with local and global operations colleagues.
• Identify process improvement opportunities and contribute to training materials and documentation.

Requirements

• Proven experience delivering excellent customer service and handling complex or sensitive customer issues.
• Fluent written and verbal English and near-native Spanish proficiency required.
• Strong communication skills across digital and phone channels, with empathy and the ability to de-escalate difficult situations.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• Ability to learn complex financial products and trading concepts quickly and work effectively under pressure.
• Self-motivated, accountable, collaborative, proactive, and committed to continuous improvement.

Nice to have

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

Culture & Benefits

• Hybrid working with home office equipment reimbursement.
• Annual financial bonus, private medical coverage, life insurance, and a flexible benefits system.
• Career-focused technical and leadership training, mentoring, career progression, and unlimited LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and additional time off for volunteering.
• Employee-led inclusion networks, social clubs, and company events.