Customer Experience Associate (Italian)

TL;DR

Customer Experience Associate (Italian) (Fintech): Delivering digital-first customer support for financial products, markets, and trading platforms with an accent on multilingual communication, complex issue resolution, and service quality. Focus on mastering trading concepts, resolving sensitive customer queries, and improving customer journeys across digital and phone channels.

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

Salary: Starting from 8,000 PLN; 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 through financial trading and investment 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 positive outcomes.
• Maintain productivity and quality standards, including consistently achieving 80%+ CSAT scores.
• Collaborate with local and global operations teams to ensure seamless customer journeys and timely resolutions.
• Escalate complex cases appropriately and handle sensitive customer situations professionally.
• Contribute to customer experience improvements, training materials, and process documentation.

Requirements

• Fluency in English and Italian, both written and verbal, is required.
• Proven customer service experience, including handling complex and sensitive customer issues.
• Strong communication, empathy, emotional intelligence, and de-escalation skills.
• High accountability, resilience under pressure, time management, and a collaborative approach.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving skills.
• Ability to quickly learn complex financial products, trading concepts, and digital platforms.

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 and private medical coverage for the employee and family or partner.
• Multikafeteria benefits system, life insurance, and employee assistance support.
• Career-focused technical and leadership training, mentoring, career progression, and unlimited LinkedIn Learning access.
• Employee-led inclusion networks, well-being events, sports and social clubs, and community activities.
• Three additional days off annually: one for a birthday and two for voluntary work.