Job Title

Customer Experience Associate (German)




Job Description




So, who are we?



IG 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.



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.




Your Team:



Compensation details will be shared by the recruiter during the first interview.



Deliver 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.




Your role in the Team's Success:

• Deliver digital -first support via Intercom across a range of query types


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


• Collaborate wit h 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 do:

• Drive positive outcomes for customers in every interaction


• Navigate multiple digital platforms and systems with confidence


• Deliver consistently excellent customer service


• Collaborate with your team while managing your own workload independently


• Quickly learn and apply complex financial products and trading concepts


• De-escalate difficult situations calmly and professionally

What You'll Need:

• Self -motivated with high personal accountability


• Resilient under pressure with strong time management


• Continuous improvement mindset


• Strong numerical aptitude and attention to detail


• Analytical mindset with problem -solving orientation


• Demonstrated ability to handle complex customer issues


• Strong communication skills across digital and phone channels


• Proactive, collaborative and curious


• Excellent problem-solving skills


• Fluency in English and Chinese language


• Interest in financial markets and trading (experience advantageous)

The perks:

• Competitive salary & benefits plan

• Life Insurance

• My Benefit Platform

• Medical Insurance with Medicover

• 1 additional day off to celebrate your Birthday

• 2 additional days off a year for voluntary work

• Share Plans for Employees

• Free lunch at the office (ones per week)

• Employee Assistance Program

• We work in hybrid working model

Number of openings

1