Customer Experience Associate — Hybrid (Fintech)

Freetrade; United States; Hybrid; USD 43,000 - 56,000; Full time

Benefits offered by this job

Bonus scheme

Sickness coverage

Health Insurance

Pension plan

Learning & Development

Work From Anywhere (up to four weeks)

Job summary

Freetrade is seeking a customer service specialist to provide high-quality, written support to our users. You will respond to queries, resolve issues, and maintain clear records while collaborating with colleagues across the business to improve processes.

The role is part of a hybrid model with in-office days in London and Budapest and potential for future telephone support. We value clear communication and a positive customer experience.

Qualifications

• Basic understanding of customer service principles and the importance of delivering a positive customer experience.
• Ability to communicate clearly and professionally through written channels.
• Familiarity with digital systems and online communication tools; quick to learn new systems.
• Adherence to procedures and guidance when handling customer queries.
• Awareness of data protection and the importance of confidentiality.

Responsibilities

• Respond to customer queries through written channels in a timely, professional manner.
• Review inquiries to identify needs and provide accurate information or resolution.
• Resolve routine queries following company procedures to ensure a positive experience.
• Escalate complex issues to appropriate colleagues to ensure proper support.
• Keep customers informed on query progress and maintain high service standards.
• Maintain accurate records of interactions for follow-up and reporting.
• Develop knowledge of products, services, policies, and processes to provide up-to-date information.

Skills

Customer service basics

Written communication

Digital tools

Data protection awareness

Job description

Freetrade is seeking a customer service specialist to provide high-quality, written support to our users. You will respond to queries, resolve issues, and maintain clear records while collaborating with colleagues across the business to improve processes.

The role is part of a hybrid model with in-office days in London and Budapest and potential for future telephone support. We value clear communication and a positive customer experience.