Customer Experience Specialist - Hybrid, Global Impact

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

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.