Hybrid CX Specialist – Digital-First Support

IG Europe GmbH; Kraków; Hybrid; PLN 81,000 - 97,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Performance related annual bonus

Private medical cover (Medicover)

Job summary

IG Group is seeking a Customer Experience Associate (English) in Kraków. You will deliver digital-first support to global customers, handling a range of queries on products, markets and platforms, within a multi-national, high-performing team. The role emphasizes productivity, quality, and customer outcomes.

We operate a hybrid model with some in-office days. The position offers opportunities to engage with diverse financial products and trading concepts while developing customer service

Qualifications

• 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.
• Ability to deescalate difficult situations professionally.

Responsibilities

• Deliver digital-first support via Intercom across a range of query types.
• Achieve high productivity and quality targets with 80%+ CSAT.
• Collaborate with local and global team members to ensure seamless customer journeys.
• Escalate to senior team members when needed for best outcomes.
• Ensure first-time resolution wherever possible and take ownership of each interaction.
• Contribute to training materials and process documentation.

Skills

English fluency

Customer service excellence

Communication skills

Problem-solving

Empathy & emotional intelligence

De-escalation

Job description

IG Group is seeking a Customer Experience Associate (English) in Kraków. You will deliver digital-first support to global customers, handling a range of queries on products, markets and platforms, within a multi-national, high-performing team. The role emphasizes productivity, quality, and customer outcomes.

We operate a hybrid model with some in-office days. The position offers opportunities to engage with diverse financial products and trading concepts while developing customer service