Hybrid Spanish-Speaking Customer Experience Specialist

IG Infotech; Kraków; Hybrid; PLN 48,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Annual financial bonus

Private medical cover for you and your

Multikafeteria system (you can choose)

Life insurance (Generali)

Employee-led LGBTQ+, Women's, Black, &

Career-focused technical and liderança

Job summary

IG Group in Krakow is seeking a Customer Experience Associate (Spanish) to join its global support team. You will deliver digital-first support via Intercom, handling queries about products, markets and platforms, while ensuring a high standard of service.

You will work with a multinational team, aiming for 80%+ CSAT, contribute to training materials, and escalate issues when needed. Fluency in English and Spanish is preferred and a hybrid working model is offered.

Qualifications

• Customer focus
• Genuine passion for customer service excellence
• Empathy and emotional intelligence in client interactions
• Ability to de-escalate 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 across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to escalate 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

Skills

Customer service

Spanish language

Communication

Empathy

Problem solving

Job description

IG Group in Krakow is seeking a Customer Experience Associate (Spanish) to join its global support team. You will deliver digital-first support via Intercom, handling queries about products, markets and platforms, while ensuring a high standard of service.

You will work with a multinational team, aiming for 80%+ CSAT, contribute to training materials, and escalate issues when needed. Fluency in English and Spanish is preferred and a hybrid working model is offered.