Customer Experience Associate ( Chinese)

careersinpoland; Kraków; On-site; PLN 1,339,000 - 1,674,000; Full time

Benefits offered by this job

Competitive salary & benefits plan

Life Insurance

Medical Insurance with Medicover

Birthday day off

Voluntary work days off

Share Plans for Employees

Free lunch at the office

Job summary

IG Group is seeking a Customer Experience Associate (Chinese) to join our global customer support team in Kraków on a one-year FTC. You will deliver digital-first support via Intercom and handle queries on trading products and platforms, maintaining high standards of service.

Fluency in English and Chinese, strong communication skills, and a proactive, analytical mindset are essential as you work with local and global colleagues to ensure fast resolutions and positive customer outcomes.

Qualifications

• Fluency in English and Chinese (written and spoken).
• Strong numerical aptitude and attention to detail.
• Analytical mindset with problem-solving orientation.

Responsibilities

• Deliver digital-first support via Intercom across multiple query types.
• Aim for 80%+ CSAT scores with consistent productivity and quality.
• Collaborate with local and global teams to ensure seamless customer journeys.

Skills

Fluent English

Fluent Chinese

Strong communication skills

Analytical mindset

Problem-solving

High accountability

Team collaboration

Job description

Customer Experience Associate ( Chinese)

IG Group

Level: specialist

Working hours: Full time

published 2026/10/06

Customer Experience Associate ( Chinese)

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here.

What you'll do

Compensation details will be shared by the recruiter during the first interview. This is a one-year FTC contract.

Deliver exceptional customer service as part of IG Group's customer support team, providing digital -first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w high maintaining productivity and quality standards that exceed industry benchmarks.

Your role in the Team’s Success:

• Deliver digital -first support via Intercom across a range of query types
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Collaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to elevate to senior team members to deliver the best outcomes for customers
• Ensure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
• Champion customer experience and advocate for process improvements
• Contribute to training materials and process documentation

What you’ll do:

• Drive positive outcomes for customers in every interaction
• Navigate multiple digital platforms and systems with confidence
• Deliver consistently excellent customer service
• Collaborate with your team while managing your own workload independently
• Quickly learn and apply complex financial products and trading concepts
• De-escalate difficult situations calmly and professionally

What You'll Need:

• Self -motivated with high personal accountability
• Resilient under pressure with strong time management
• Strong numerical aptitude and attention to detail
• Analytical mindset with problem -solving orientation
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem-solving skills
• Fluency in English and Chinese language
• Interest in financial markets and trading (experience advantageous)

The perks:

• Competitive salary & benefits plan
• Life Insurance
• Medical Insurance with Medicover
• 1 additional day off to celebrate your Birthday
• 2 additional days off a year for voluntary work
• Share Plans for Employees
• Free lunch at the office (ones per week)