Customer Experience Team Lead

IG Group Holdings

Base: starting from 10 000 pln; bonus/equity: not ...
Hybrid
2+ years customer service management experience
Proven track record managing kpi-driven teams
Strong understanding of financial regulations
IG Group is seeking a Customer Experience Team Lead to oversee and enhance the performance of their customer service teams. This role combines leadership with hands-on customer service management in a dynamic fintech environment, promoting operational excellence and high-quality support for clients

Job Summary

  • The role involves leading a customer service team to deliver exceptional support while driving operational excellence in a global FinTech environment.
  • Candidates will serve as the primary escalation point for complex cases, making autonomous decisions on resolutions and refunds within defined authority.
  • The company offers a hybrid working model, competitive salary starting from 10,000 PLN, and extensive perks including birthday leave and employee share plans.

Matching Summary

Match Score: 85

IG Group is seeking a Customer Experience Team Lead to oversee and enhance the performance of their customer service teams. This role combines leadership with hands-on customer service management in a dynamic fintech environment, promoting operational excellence and high-quality support for clients.

Salary

Base: Starting from 10 000 PLN; Bonus/Equity: Not specified; Benefits: Competitive salary plan, additional days off, Share Plans, LinkedIn Learning access

Skills & Requirements

Must-have

  • 2+ years customer service management experience
  • Proven track record managing KPI-driven teams
  • Strong understanding of financial regulations
  • Fluency in English written and verbal
  • Experience with complaint resolution and dispute management

Nice-to-have

  • Knowledge of Intercom or Genesys platforms
  • Experience with complex financial products
  • Degree in finance or business preferred
  • Ability to identify vulnerable customers
  • Creative problem solver with change management skills

Key Requirements

  • Minimum 2 years relevant customer service management experience
  • Demonstrated success in complaint resolution and dispute management
  • Good understanding of local consumer rights and financial regulations
  • Fluency in English (written and verbal)

Work Rights

Not specified

Tailored Resume

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