Customer Experience Associate
IG operates an award-winning trading platform and provides forex trading services, support, and educational resources through IG Academy.
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 support to customers through calls, live chat, and email. You will resolve product, market, and platform queries, take ownership of interactions, escalate complex issues when needed, and help improve support processes and documentation.
Requirements
- Customer-facing experience handling complex and sensitive issues
- Strong voice and written communication skills
- Strong numerical and reasoning aptitude
- Availability for rotational shifts, including evenings, weekends, and public holidays
- Problem-solving skills
- Fluency in written and verbal English
- Interest in financial markets and trading or investing
Responsibilities
- Provide multi-channel support through calls, live chat, and email
- Handle customer queries about products, markets, and platforms
- Meet productivity, quality, and customer satisfaction targets
- Collaborate with local and global operations colleagues to resolve issues
- Escalate queries to senior team members when appropriate
- Seek first-time resolution and take ownership of each interaction
- Advocate for customer experience improvements
- Contribute to training materials and process documentation
Benefits
- Development programs
- Mentoring opportunities
- Volunteering and community-work time off
- Sports and social clubs
