Customer Experience Agent

Accountabilities

• • Provide responsive and professional support to clients through live chat, phone, email, and other digital platforms.
  • Explain products and services clearly, helping clients understand how they work and how to use them effectively.
  • Provide troubleshooting assistance for platform access, trading tools, account processes, and other technical or procedural queries.
  • Maintain a strong working knowledge of the full range of products and services available to clients.
  • Manage and resolve standard customer cases using CRM and support tools such as Salesforce.
  • Maintain accurate and comprehensive documentation in ticketing systems to ensure a clear audit trail.
  • Support the timely processing of account-opening requests and funding-related activities.
  • Apply established operational workflows consistently when handling client requests and cases.
  • Follow regulatory, compliance, and risk-management requirements throughout customer interactions and operational processes.
  • Contribute to customer satisfaction and retention by providing a positive, solution-oriented experience.
  • Build constructive client relationships through a proactive, professional, and helpful approach.
  • Participate in operational briefings, training sessions, and knowledge-transfer activities.
  • Stay informed about changes to products, services, procedures, and customer-support processes.
  • Work collaboratively with a globally distributed Client Experience team across multiple locations and time zones.
  • Contribute to continuous improvements in customer support processes and service quality.

  Requirements:

  • Previous experience in a client-facing, customer service, customer support, or similar role.
  • Active business registration, or willingness and legal eligibility to establish one, to operate as an independent contractor in the country of residence.
  • Fluent English communication skills, both written and verbal.
  • Native or fluent proficiency in at least one of the following languages: German, French, Spanish, or Polish.
  • Excellent communication and interpersonal skills with a consistently positive and customer-focused attitude.
  • Strong problem-solving skills and the ability to troubleshoot customer queries effectively.
  • Ability to explain products, processes, and technical information clearly to customers.
  • Strong attention to detail when documenting cases and maintaining customer records.
  • Ability to follow operational procedures and regulatory requirements accurately.
  • Comfortable working with CRM, ticketing, and digital customer-support platforms.
  • Willingness and ability to continuously learn about product and service changes.
  • Strong organisational skills and the ability to manage multiple customer requests efficiently.
  • Ability to work effectively within a distributed, international team.
  • A proactive, can-do approach with a genuine willingness to assist customers.
  • Experience with modern customer-support infrastructure and platforms such as Salesforce and/or Zendesk would be advantageous.
  • Previous exposure to financial markets, trading, or trading-related customer inquiries would be beneficial.
  • Flexibility to provide weekend and holiday coverage on a rotational basis would be an advantage.

  Benefits:

  • Fully remote working opportunity.
  • Opportunity to work as part of a globally distributed Client Experience team.
  • International exposure across multiple markets, customers, and time zones.
  • Hands-on experience within the FinTech and online trading environment.
  • Opportunity to develop knowledge of financial products, trading platforms, and digital customer-support processes.
  • Ongoing opportunities for training, operational briefings, and knowledge sharing.
  • Independent Contractor engagement, subject to maintaining an active business registration or legal eligibility to operate as an independent contractor in the country of residence.
  • Inclusive and collaborative working environment that values diverse skills, backgrounds, and perspectives.
  • Opportunity to contribute directly to customer satisfaction, retention, and service quality.