Customer Experience Associate Swedish

Skills

About the Role

You will provide digital-first support through Intercom for queries about products, markets, and platforms. You will own customer interactions, aim for first-time resolution, escalate complex issues when needed, meet productivity and quality targets, and improve support processes and documentation.

Requirements

• Fluency in written and verbal English and Swedish
• Proven customer service experience
• Ability to handle complex and sensitive customer issues
• Communication skills across digital and phone channels
• Numerical aptitude and attention to detail
• Ability to learn financial products and trading concepts
• Interest in financial markets and trading
• 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
• Resolve customer queries about products, markets, and platforms
• Achieve productivity, quality, and customer-satisfaction targets
• Collaborate with operations colleagues to resolve issues quickly
• Escalate queries to senior colleagues when appropriate
• Own each customer interaction and seek first-time resolution
• Advocate for customer-experience 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 resource networks with an annual events and projects budget
• Employee Assistance Programme
• Social events
• Three additional days off per year for your birthday and voluntary work