Customer Experience Associate (Italian)

IG Group; Kraków; Hybrid; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and benefits

Life Insurance

Medical Insurance with Medicover

Birthday off

Volunteer days

Share Plans for Employees

Free lunch at the office

Employee Assistance Program

Hybrid working model

Job summary

IG Group is seeking a Customer Experience Associate (Italian) to deliver digital-first support to a global customer base. You will handle queries on products, markets and platforms, working in a multi-national team to maintain high quality and productivity.

The role offers hybrid working arrangements with in-office days as part of the policy. The ideal candidate will be fluent in English and Italian, possess strong communication and problem-solving skills, and be able to learn complex financial

Qualifications

• Fluency in English and Italian language.
• Strong communication across digital and phone channels.
• Ability to de-escalate situations and deliver high-quality support.

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 operations to ensure seamless customer journeys and fast resolution.
• Understand when to escalate to senior team members for best outcomes.

Skills

Strong communication skills

Problem-solving skills

Time management

Analytical mindset

Fluency in English and Italian

Team collaboration

Tools

Intercom

Job description

Job Title

Customer Experience Associate (Italian)

Job Description

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.

Your Team:

Compensation details will be shared by the recruiter during the first interview.

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 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 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
• Continuous improvement mindset
• 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 Italian language
• Interest in financial markets and trading (experience advantageous)

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 - so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We'll recognise your talent and make sure that you can still have a life - at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off... the list goes on.

The perks:

• Competitive salary & benefits plan
• Life Insurance
• My Benefit Platform
• 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)
• Employee Assistance Program
• We work in hybrid working model

Number of openings

1