Client Experience Associate (Polish & English)

OANDA; Kraków; Hybrid; PLN 50,000 - 73,000; Full time

Benefits offered by this job

Hybrid work model

Office in Kraków (2 days/week)

Job summary

OANDA is hiring a Customer Experience Associate in Kraków. You’ll serve clients in English and Polish, explain products, and help users across live chat, phone, email and digital platforms. You’ll troubleshoot access and trading tool issues while maintaining accurate CRM records.

This hybrid role requires in-office collaboration two days per week. You’ll grow in a fast-paced FinTech environment, supporting onboarding and funding requests and contributing to high-quality, compliant client service.

Qualifications

• Previous experience in client-facing roles.
• Polish: Native or C1 level.
• Fluent English.
• Ability to work the morning shift (8:00 a.m. - 4:00 p.m.).
• Excellent communication skills and positive attitude.
• Willingness to learn about product and service changes.

Responsibilities

• Primarily serve customers in English and Polish.
• Inform clients about OANDA's products and how to use them (live chat, phone, email, digital platforms).
• Provide troubleshooting and resolve technical or procedural queries regarding platform access and trading tools.
• Maintain knowledge of the full product and service range.
• Manage cases using CRM tools and document actions for audit trail.
• Adhere to workflows and regulatory standards to ensure compliance.
• Participate in trainings and knowledge transfer sessions.
• Promote positive client relations with a can-do attitude.

Skills

Polish (C1)

English (Fluent)

Customer service

Education

No specific degree required

Tools

Salesforce

Zendesk

Job description

Fancy helping to shape the future of FinTech?

We have always been innovators. In 1996 we were the first company to share exchange rate information, free of charge on the internet. Today, we are a world leading online trading group.

Join us to:

• Help build the future of online trading
• Be part of a culture driven by integrity and global impact
• Become part of an award-winning company - check out our full list of awards here

We are only as good as our people. Luckily, our people are the best. Join us!

How do we work?

Heya!

You’ll be part of a global Client Experience Team that offers plenty of room for long-term growth. This is a chance to expand your skills and learn from experienced professionals while working on increasing OANDA's platform Customer satisfaction, reducing attrition, processing account opening, and funding requests on time.Your contributions will be key in shaping something truly impactful!

We work in a hybrid model - we'd love to meet you in the office 2 times per week.

In this role, you will:

• Primarily serve customers in English and Polish
• Inform our Clients about OANDA's products, and help them understand how our products work and how to use them (live chat, phone, email and digital platforms).
• Provide troubleshooting assistance and resolve technical or procedural queries regarding platform access, trading tools, and account processes.
• Maintain a well-developed working knowledge of the complete line of products and services offered by OANDA.
• Manage and resolve standard cases using CRM tools e.g., Salesforce, while maintaining accurate documentation in ticketing systems to ensure a clear audit trail.
• Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation.
• Participate in operational briefings, training, and knowledge transfer sessions.
• Promote positive client relations with a can-do attitude, and willingness to always help.

What skill set do you need, to be successful in this role?

• Previous experience in client-facing roles.
• Polish: Native or minimum C1 level.
• Fluent English.
• Ability to work the morning shift (8:00 a.m. - 4:00 p.m.).
• Excellent communication skills and positive attitude.
• Passionate about learning and striving to gain new knowledge about product and service changes.

You will stand out if you have:

• Native or fluent proficiency in an additional European language like French, German, Romanian or Italian.
• Experience working with modern customer support infrastructure and ticketing platforms such as Salesforce and/or Zendesk.
• Prior exposure to or experience in trading, financial markets, or handling trading-related Client inquiries.
• Flexible scheduling and coverage possibilities during weekends/ holidays on a rotational basis.

Your perspective matters. We encourage you to apply even if you are hesitant about meeting every single qualification. We are excited to see what you can bring to the team!

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At OANDA, to help us efficiently process applications, we use AI-driven tools to help source and rank candidates based on professional experience and skills. While these tools provide recommendations, our recruitment process remains human-centric: all final shortlisting and hiring decisions are made by OANDA team. You have the right to request a human review of your application.

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Learn more about our culture here.