Customer Experience Associate (English)

Skills

About the Role

You will provide digital-first customer support for product, market, and platform queries. You will resolve issues on the first contact where possible, meet quality and productivity targets, escalate complex cases appropriately, and improve support processes and documentation.

Requirements

• Proven track record in customer service excellence
• Fluency in English, written and verbal
• Ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Excellent problem-solving skills
• Interest in financial markets and trading
• Strong numerical aptitude and attention to detail
• Ability to master complex financial products and trading concepts rapidly
• Digital proficiency across multiple platforms and systems
• Previous experience with financial products, derivatives, or trading platforms
• Experience in a fast-paced, target-driven environment

Responsibilities

• Deliver digital-first support via Intercom across a range of query types
• Achieve productivity and quality targets, including 80%+ CSAT scores
• Collaborate with local and global operations colleagues to resolve customer queries
• Escalate queries to senior team members when appropriate
• Resolve customer queries on the first contact where possible and own each interaction
• Advocate for customer experience and process improvements
• Contribute to training materials and process documentation

Benefits

• Hybrid working
• Home office equipment reimbursement
• Performance-related annual bonus
• Private medical cover for you and your family or partner
• Multikafeteria system
• Life insurance
• Employee Assistance Programme
• Well-being events
• Summer picnic, New Year party, and other social events
• Three additional days off per year for your birthday and voluntary work