Customer Experience Associate

Deliver multi-channel support across calls, live chats and emails (via Intercom and our telephony platform), handling a range of query types

Work on a 5-day rotational shift schedule.

Achieve high productivity and quality targets, maintaining 80%+ CSAT scores consistently

Collaborate with local and global 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, taking full ownership of each interaction and query

Champion customer experience and advocate for process improvements

Contribute to training materials and process documentation

Customer Focus

Genuine passion for customer service excellence

Empathy and emotional intelligence across voice and written interactions

Ability to de-escalate difficult situations professionally

Drive to achieve positive customer outcomes

Professional Standards

Self-motivated with high personal accountability

Resilient under pressure with strong time management

Flexibility and adaptability to work effectively across rotational shifts

Collaborative approach while maintaining individual productivity

Continuous improvement mindset

Technical Excellence

Strong numerical aptitude and attention to detail

Analytical mindset with a problem-solving orientation

Ability to master complex financial products and trading concepts rapidly

Digital proficiency across multiple platforms and systems

Customer-facing experience, especially a demonstrated ability to handle complex, sensitive issues

Strong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the medium

Strong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quickly

Willingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operation

Proactive, collaborative and curious

Excellent problem-solving skills

Fluency in English (written and verbal)

Interest in financial markets and trading/investing

Desirable

Previous experience with financial products, derivatives, or trading platforms

Experience in a multi-channel contact centre or fast-paced support environment

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

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

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here .