Digital Customer Experience Specialist (Hybrid)

careersinpoland; Kraków; Hybrid; PLN 81,000 - 97,000; Full time

Benefits offered by this job

Home office equipment reimbursement

Performance-related bonus

Private medical cover for you and your

Life insurance

Employee networks & inclusion programs

LinkedIn Learning access

Well-being events & assistance program

Social events & team activities

Birthday and volunteering days

Job summary

IG Group in Kraków is seeking a customer support specialist to deliver digital-first service to global clients, handling inquiries about our products, markets and platforms. You'll join a multinational, high-performing team, maintaining productivity and quality that meet industry benchmarks.

Hybrid work model with three days in the office; you will develop strong product knowledge, escalate when needed, and contribute to training materials while advocating for an outstanding customer experience.

Qualifications

• 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.

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 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 ownership of each interaction.
• Champion customer experience and advocate for process improvements.
• Contribute to training materials and process documentation.

Skills

Customer service

English

French

Empathy

Communication

Problem solving

Multitasking

Tools

Intercom

CRM systems

Job description

IG Group in Kraków is seeking a customer support specialist to deliver digital-first service to global clients, handling inquiries about our products, markets and platforms. You'll join a multinational, high-performing team, maintaining productivity and quality that meet industry benchmarks.

Hybrid work model with three days in the office; you will develop strong product knowledge, escalate when needed, and contribute to training materials while advocating for an outstanding customer experience.