Customer Experience Agent

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Agent based in France.** This is a fully remote opportunity within a global Client Experience team supporting customers across multiple markets. You will play a key role in driving customer satisfaction, reducing attrition, and ensuring account-opening and funding requests are processed efficiently. The role combines customer service, troubleshooting, product education, and operational support across multiple communication channels. You will help clients understand financial products, resolve platform and account-related queries, and navigate trading tools and processes. Working in a regulated environment, you will maintain accurate records while following established workflows and compliance requirements. This is an international, collaborative environment suited to someone who enjoys helping customers and continuously expanding their product knowledge. ### 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.