Customer Experience Associate

Responsibilities

• Key Accountabilities
• Deliver digital -first support via Intercom across a range of query types
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Collaborate with local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to escalate to senior team members to deliver the best outcomes for customers
• Ensure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
• Champion customer experience and advocate for process improvements
• Contribute to training materials and process documentation
• What you'll need for this role
• Key Qualification Requirements:
• Essential
• Proven track record in customer service excellence
• Fluency in English & German (written and verbal)
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem-solving skills
• Interest in financial markets and trading (experience advantageous)
• Customer Focus
• Genuine passion for customer service excellence
• Empathy and emotional intelligence in client interactions
• Ability to deescalate difficult situations professionally
• Drive to achieve positive customer outcomes
• Professional Standards
• Self -motivated with high personal accountability
• Resilient under pressure with strong time management
• Collaborative approach while maintaining individual productivity
• Continuous improvement mindset
• Additionally, for this position, English and German are both required.
• Technical Excellence
• Strong numerical aptitude and attention to detail
• Analytical mindset with problem -solving orientation
• Ability to master complex financial products and trading concepts rapidly
• Digital proficiency across multiple platforms and systems
• Desirable
• Previous experience with financial products, derivatives, or trading platforms
• Experience working in fast -paced, target -driven environment
• How we work
• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback
• The Perks
• Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
• Hybrid working
• Home office equipment reimbursement
• Performance related annual bonus
• Private medical cover for you and your family/partner (Medicover)
• Multikafeteria system (you can choose a multisport card, vouchers, etc.)
• Life insurance (Generali)
• Employee-led LGBTQ+, Women's, Black, and Parents & Carers networks with an annual b

Benefits

Additional Information

Job Title Customer Experience Associate Job Description Minimum compensation: starting from 8 000 PLN. The final offer will be determined based on the candidate's experience and competencies So, who are we? IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here.

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