Customer Experience Associate English

Skills

About the Role

You will provide digital-first customer support through Intercom for questions about products, markets, and platforms. You will own customer interactions, aim for first-time resolution, escalate when needed, meet productivity and quality targets, contribute to training and documentation, and advocate for process improvements.

Requirements

• Time management
• Numerical aptitude
• Attention to detail
• Analytical problem-solving
• Ability to handle complex, sensitive customer issues
• Communication skills across digital and phone channels
• Fluency in English
• Interest in financial markets and trading

Responsibilities

• Deliver digital-first support via Intercom
• Achieve productivity, quality, and customer-satisfaction targets
• Collaborate across operations to resolve customer queries quickly
• Escalate cases to senior team members when appropriate
• Seek first-time resolution and take ownership of each customer interaction
• Champion customer experience and advocate for process improvements
• Contribute to training materials and process documentation
• Navigate multiple digital platforms and systems
• Learn and apply financial products and trading concepts
• De-escalate difficult situations calmly and professionally

Benefits

• Life Insurance
• My Benefit Platform
• Medical Insurance with Medicover
• One additional birthday day off
• Two additional annual days off for voluntary work
• Employee share plans
• Free office lunch once per week
• Employee Assistance Program
• Hybrid working model