Customer Experience Associate (English)

ig; Kraków; On-site; PLN 81,000 - 97,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Performance bonus

Private medical cover

Multikafeteria system

Life insurance

Employee networks

Job summary

IG Group is seeking a Customer Experience Associate (English) to join our global support team in a hybrid model. You will deliver digital-first support to a diverse client base, handling queries about our products, markets and platforms, while maintaining high standards of service.

The role requires fluency in English, strong problem-solving abilities, and a proactive mindset. This position offers growth opportunities within a fintech environment.

Qualifications

• Proven track record in customer service excellence
• Fluency in English (written and verbal)
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem-solving skills
• Interest in financial markets and trading (experience advantageous)

Responsibilities

• Deliver digital-first support via Intercom across a range of query types
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Collaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to upscale 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

Job description

Job Title

Customer Experience Associate (English)

Job Description

Minimum compensation: starting from 8 000 PLN. The final offer will be determined based on the candidate's experience and competencies

So, who are we?

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 with local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to upscale 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 need for this role

Key Qualification Requirements:

Essential

• Proven track record in customer service excellence
• Fluency in English (written and verbal)
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem-solving skills
• Interest in financial markets and trading (experience advantageous)

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

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. Learn more about our D&I approach here .

The Perks

• Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
• 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, an