Customer Experience Associate ( English)

IG Group; Kraków; Hybrid; PLN 50,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Performance related annual bonus

Private medical cover for you and your

Multikafeteria system (multisport card

Life insurance (Generali)

Employee-led LGBTQ+, Women’s, Black, &

Career-focused technical and liderança

Well-being events and EAP

Summer social events

Birthday & volunteering days

Job summary

IG Group in Kraków is seeking a Customer Experience Associate to deliver digital-first support to a global customer base. You will handle queries across our products and markets, ensuring high-quality service in a fast-paced, hybrid environment.

You will collaborate with local and international teams, aim for first-time resolution, and contribute to training materials and process improvements. Strong English, empathy, and a proactive mindset are essential.

Qualifications

• Customer focus with genuine passion for service excellence.
• Empathy and emotional intelligence in client interactions.
• Ability to deescalate difficult situations professionally.
• Self-motivated with high personal accountability.
• Resilient under pressure with strong time management.
• Analytical mindset with problem solving orientation.
• Ability to master complex financial products and trading concepts.
• Fluent in English and strong digital communication skills.

Responsibilities

• Deliver digital-first support via Intercom across product queries.
• Maintain productivity and quality targets with high CSAT scores.
• Collaborate with local and global teams to ensure seamless journeys.
• Escalate to senior team members when needed.
• Aim for first-time resolution and own each interaction.
• Champion customer experience and suggest process improvements.
• Contribute to training materials and documentation.

Skills

Customer focus

Empathy

Deescalation

Time management

Collaboration

English fluency

Numerical aptitude

Problem solving

Analytical mindset

Communication

Tools

Intercom

Job description

Customer Experience Associate

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m 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

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 que ries on our products, markets and platforms. Work within a multi‑national , high – performing team to deliver a n excellent customer experience w hile maintaining productivity and quality standards that exceed industry benchmarks.

Key Accountabilities

• 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 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 need for this role

Key Qualification Requirements: Customer Focus Genuine passion for customer service excellence Empathy and emotional intelligence in client interactions Ability to deescalate difficult situations professionally Drive to achieve positive customer outcomes Professional Standards Self -motivated with high personal accountability Resilient under pressure with strong time management Collaborative approach while maintaining individual productivity Continuous improvement mindset Technical Excellence Strong numerical aptitude and attention to detail Analytical mindset with problem -solving orientation Ability to master complex financial products and trading concepts rapidly Digital proficiency across multiple platforms and systems Essential Proven track record in customer service excellence 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 Interest in financial markets and trading (experience advantageous)

Desirable

Previous experience with financial products, derivatives, or trading platforms Experience working in fast -paced, target -driven environment

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey.

The Perks

• Hybrid working
• Home office equipment reimbursement
• Performance related annual bonus
• Private medical cover for you and your family/partner (Medicover)
• Multikafeteria system (you can choose a multisport card, vouchers, etc.)
• Life insurance (Generali)
• Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture
• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform
• Well-being events as well as Employee Assistance Programme
• Summer picnic, New Year party and other social events
• 3 additional days off a year - 1 to celebrate your Birthday and 2 for voluntary work