Customer Experience Associate

What you'll do

• 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
• Core Competencies
• 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
• What you'll need for this role
• 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
• How we work
• 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.
• 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.
• Learn more about the Perks here!
• Join us for this exciting journey. Apply now!
• Number of openings
• 0