Customer Experience Associate (English) (Fintech)

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

Salary: Starting from PLN 8,000 per month; 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 and processing billions of dollars in transactions.

What you will do

• Provide digital-first customer support through Intercom across queries about products, markets, and platforms.
• Deliver support through digital and phone channels while maintaining productivity, quality, and 80%+ CSAT targets.
• Own customer interactions through first-time resolution, escalating complex or sensitive cases when appropriate.
• Collaborate with local and global operations colleagues to ensure seamless customer journeys and fast resolution.
• Advocate for customer experience improvements and contribute to training materials and process documentation.

Requirements

• Proven track record in customer service excellence and handling complex, sensitive customer issues.
• Fluency in English and German, both written and verbal, is required.
• Strong communication, empathy, emotional intelligence, de-escalation, and problem-solving skills.
• Ability to work collaboratively, manage time effectively, remain resilient under pressure, and maintain personal accountability.
• Strong numerical aptitude, attention to detail, analytical thinking, and digital proficiency across multiple platforms.
• Ability to quickly learn complex financial products, trading concepts, and 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, private medical cover, life insurance, and a Multikafeteria benefits system.
• Career-focused technical and leadership training, mentoring, career progression, and unlimited LinkedIn Learning access.
• Employee Assistance Programme, well-being events, and additional time off for volunteering and community work.
• Employee-led diversity networks, sports and social clubs, and company events.