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 across Intercom and phone channels, handling questions about products, markets, and platforms. You will resolve sensitive issues, maintain high productivity and quality standards, escalate cases when appropriate, take ownership of customer interactions, and contribute to process improvements and documentation.
Requirements
- Proven track record in customer service excellence
- Experience handling complex and sensitive customer issues
- Strong communication skills across digital and phone channels
- Fluency in English
- Strong numerical aptitude and attention to detail
- Analytical and problem-solving skills
- Ability to learn complex financial products and trading concepts quickly
- Digital proficiency across multiple platforms and systems
- Interest in financial markets and trading
- 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 via Intercom across varied customer queries
- Achieve high productivity and quality targets with consistently strong CSAT scores
- Collaborate with local and global colleagues to ensure seamless customer journeys and fast resolution
- Escalate issues to senior colleagues when appropriate
- Resolve queries on the first interaction wherever possible
- Take full ownership of customer interactions and queries
- 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-led inclusion networks with an annual events and projects budget
- Well-being events
- Employee Assistance Programme
- Summer picnic New Year party and other social events
- Three additional days off per year including one birthday day and two voluntary-work days