Customer Experience Associate (Spanish)

Skills

About the Role

You will provide digital-first customer support through Intercom, resolve questions about products, markets, and platforms, and take ownership of customer interactions. You will collaborate across operations, escalate issues appropriately, pursue first-time resolution, advocate for process improvements, and contribute to training documentation.

Requirements

• Proven customer service experience
• Experience handling complex and sensitive customer issues
• Strong written and verbal English communication
• Fluency in Spanish
• Empathy and emotional intelligence in customer interactions
• Ability to de-escalate difficult situations
• Strong numerical aptitude and attention to detail
• Analytical and problem-solving skills
• Ability to learn complex financial products and trading concepts
• Digital proficiency across multiple platforms and systems
• Interest in financial markets and trading
• Financial products, derivatives, or trading-platform experience is desirable
• Experience in a fast-paced target-driven environment is desirable

Responsibilities

• Provide digital-first support through Intercom
• Resolve customer queries about products markets and platforms
• Achieve productivity and quality targets
• Collaborate across operations teams
• Escalate issues when appropriate
• Own customer interactions through resolution
• Advocate for process improvements
• Contribute to training materials and process documentation

Benefits

• Hybrid working
• Home office equipment reimbursement
• Annual financial bonus
• Private medical cover for the employee and family or partner
• Multikafeteria system
• Life insurance
• Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks
• Well-being events and Employee Assistance Programme
• Summer picnic, New Year party, and other social events
• Three additional days off per year including birthday and voluntary-work days