Customer Experience Associate
IG operates an award-winning trading platform and provides forex trading services, support, and educational resources through IG Academy.
Maintainer signals as of 9/2/2026
About IG
IG is a trading-services company offering an award-winning trading platform, including forex trading services in the US. Its website highlights instant support and educational resources through IG Academy, and warns users about the risks of leveraged CFD trading.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide digital first customer support through Intercom across product market and platform queries. You will resolve complex issues own customer interactions escalate when needed maintain productivity and quality standards and contribute to process improvements training materials and documentation.
Requirements
- Proven track record in customer service excellence
- Fluency in written and verbal English and German
- Ability to handle complex and sensitive customer issues
- Strong communication skills across digital and phone channels
- Excellent problem-solving skills
- Interest in financial markets and trading
- Ability to deescalate difficult situations professionally
- Strong numerical aptitude and attention to detail
- Ability to learn complex financial products and trading concepts rapidly
- Digital proficiency across multiple platforms and systems
- Previous experience with financial products derivatives or trading platforms is desirable
- Experience in a fast-paced target-driven environment is desirable
Responsibilities
- Deliver digital first support through Intercom
- Achieve productivity and quality targets including consistently maintaining 80% or higher CSAT scores
- Collaborate with local and global operations teams to ensure seamless customer journeys and fast resolution
- Escalate issues to senior team members when appropriate
- Resolve queries on the first interaction wherever possible and take ownership of each customer 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 the employee and family or partner
- Multikafeteria system with options including a multisport card and vouchers
- Life insurance
- Employee-led LGBTQ+ Women’s Black and Parents & Carers networks with an annual events and projects budget
- Well-being events and an Employee Assistance Programme
- Summer picnic New Year party and other social events
- Three additional days off per year including one birthday day and two days for voluntary work
