TL;DR

Customer Service Specialist (Fintech): Provide frontline customer support via chat and email, resolving queries from basic app navigation to complex investing questions with an accent on delivering timely, high-quality resolutions and improving customer experience. Focus on managing SLA-driven casework, mentoring colleagues, and contributing to operational improvements.

Location: Hybrid in Budapest with 3 days in-office and 2 days remote per week

Salary: Gross HUF 710,000 – HUF 910,000 per month

Company

Freetrade is a fintech product company focused on simplifying investing and growing wealth, recently acquired by IG Group but operating independently.

What you will do

  • Respond to inbound customer questions via chat and email in English, delivering clear and accurate support.
  • Investigate and resolve customer issues using internal tools, achieving first-time-right outcomes.
  • Prioritize casework by urgency and SLA, meeting response and resolution targets consistently.
  • Escalate complex cases with proposed resolutions to speed up decision-making.
  • Document all interactions and follow up to confirm customer satisfaction.
  • Coach and mentor Associate-level colleagues to improve team performance and service quality.

Requirements

  • Location: Must be able to work hybrid in Budapest with office presence 3 days per week.
  • 1–3 years experience in customer support or service roles, preferably chat/email.
  • Strong understanding of customer service best practices including empathy and de-escalation.
  • Experience working in SLA-driven environments managing multiple cases.
  • Confidence using CRM and ticketing tools to document and manage workflows.
  • Basic understanding or quick learning ability of retail investing concepts.
  • English: Proficient communication skills required (B2 level or higher).

Nice to have

  • Experience in financial services, fintech, or regulated environments.
  • Experience mentoring junior colleagues or contributing to process improvements.

Culture & Benefits

  • Hybrid working model: 3 days in-office (Budapest) and 2 days remote per week.
  • Competitive salary with bonus scheme linked to company and individual performance.
  • Comprehensive health insurance including dental coverage.
  • Enhanced paternity leave and employer pension contributions.
  • Annual cafeteria budget and learning & development funding.
  • Option to work from anywhere for up to four weeks per year.
  • 20 days holiday plus birthday off and additional days for tenure.

Hiring process

  • Initial interview with Talent Partner.
  • Take-home task to demonstrate problem-solving skills.
  • Hiring Manager interview focusing on skills and experience.
  • Executive interview assessing cultural fit and stakeholder alignment.