Customer Experience Associate (Spanish) (Fintech)

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

Salary: Starting from 8,000 PLN; final compensation 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 handling large-scale financial transactions.

What you will do

• Provide digital-first customer support through Intercom across queries about products, markets, and platforms.
• Own customer interactions and resolve issues on the first contact whenever possible.
• Maintain productivity, quality, and 80%+ CSAT targets.
• Collaborate with local and global operations colleagues to deliver seamless customer journeys and fast resolutions.
• Escalate complex or sensitive issues to senior team members when appropriate.
• Contribute to customer experience improvements, training materials, and process documentation.

Requirements

• Fluency in English and Spanish required.
• Proven customer service experience, including handling complex and sensitive customer issues.
• Strong written and verbal communication skills across digital and phone channels.
• Empathy, emotional intelligence, de-escalation skills, resilience, and strong time management.
• Strong numerical aptitude, attention to detail, analytical thinking, and problem-solving ability.
• 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.
• Annual financial bonus, private medical cover, life insurance, and a multikafeteria benefits system.
• Development programs, mentoring, career progression, technical and leadership training, and LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and employee-led diversity and inclusion networks.
• Three additional days off annually: one for a birthday and two for voluntary work.
• Social events, including a summer picnic and New Year party.