{"id":2120167,"url":"https://alion.io/job/ig-customer-experience-associate-german","title":"Customer Experience Associate (German)","company":{"id":38407,"name":"IG","domain":"ig.com","url":"https://alion.io/company/ig","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kraków, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":54000,"period":"year","method":"role_country_seniority_unknown","sample_n":45},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-14T13:46:15Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Title\nCustomer Experience Associate (German)Job Description\nSo, who are we?\nIG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m 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.\nThe bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.\nJoin us at IG - the future gets built here.\nYour Team:\nCompensation details will be shared by the recruiter during the first interview.\nDeliver exceptional customer service as part of IG Group's customer support team, providing digital -first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w high maintaining productivity and quality standards that exceed industry benchmarks.\nYour role in the Team’s Success:\nDeliver digital -first support via Intercom across a range of query types\nAchieve high productivity and quality targets, with 80%+ CSAT scores consistently\nCollaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution\nUnderstand when to escalate to senior team members to deliver the best outcomes for customers\nEnsure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes\nChampion customer experience and advocate for process improvements\nContribute to training materials and process documentation\nWhat you’ll do:\nDrive positive outcomes for customers in every interaction\nNavigate multiple digital platforms and systems with confidence\nDeliver consistently excellent customer service\nCollaborate with your team while managing your own workload independently\nQuickly learn and apply complex financial products and trading concepts\nDe-escalate difficult situations calmly and professionally\nWhat You'll Need:\nSelf -motivated with high personal accountability\nResilient under pressure with strong time management\nContinuous improvement mindset\nStrong numerical aptitude and attention to detail\nAnalytical mindset with problem -solving orientation\nDemonstrated ability to handle complex customer issues\nStrong communication skills across digital and phone channels\nProactive, collaborative and curious\nExcellent problem-solving skills\nFluency in English and Chinese language\nInterest in financial markets and trading (experience advantageous)\nIt really is more than a job. We think like a start-up, but we deliver like a FTSE 100 - so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life - at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.\nThe perks:\nCompetitive salary & benefits plan \nLife Insurance\nMy Benefit Platform\nMedical Insurance with Medicover\n1 additional day off to celebrate your Birthday \n2 additional days off a year for voluntary work \nShare Plans for Employees \nFree lunch at the office (ones per week)\nEmployee Assistance Program \nWe work in hybrid working model \nNumber of openings\n1","description_format":"text","description_chars":3592,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance","Hybrid work","Life insurance"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Online Brokerage & Trading Platforms","Forex & CFD Brokers"],"lifecycle":[{"event":"open","at":"2026-10-08T23:55:15Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.749,"p_room":0.75,"age_days":13,"expected_fill_days":14,"reasons":["conf:11","velocity","win:late"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/ig-customer-experience-associate-german","json_url":"https://alion.io/job/ig-customer-experience-associate-german.json","meta":{"generated_at":"2026-10-14T17:59:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23118,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38407},"rest":"https://alion.io/mcp/rest/get_company?id=38407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fig-customer-experience-associate-german"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fig-customer-experience-associate-german"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fig-customer-experience-associate-german"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ig-customer-experience-associate-german\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fig-customer-experience-associate-german"}]}