IG Group Hiring Customer Experience Associate, Bangalore

About IG Group

IG Group is a publicly traded FTSE250 FinTech company that builds mobile, web, and desktop platforms enabling clients to trade stocks and shares, leveraged products, futures and options, and cryptocurrencies. More than 340,000 clients use IG platforms globally, supported by offices in 18 countries and products across 16 regions.

The company focuses on building better products, moving quickly, and delivering strong client experiences. Teams operate with high autonomy and work collaboratively to grow the active client base and deliver sustainable growth.

Your Team

As a Customer Experience Associate, you will support IG Group’s global clients by delivering high-quality trading support. The role suits individuals who are passionate about customer service and interested in financial markets and trading.

Key Responsibilities

• Provide digital-first customer support through Intercom across various query types, primarily tier 1 support.
• Maintain high productivity and quality standards, consistently achieving CSAT scores above 85%.
• Collaborate with local and global operations teams to ensure smooth customer journeys and timely resolutions.
• Recognize when issues should be escalated to senior team members for the best outcomes.
• Focus on first-time resolution whenever possible and take full ownership of each customer interaction.
• Promote customer experience improvements and contribute to process enhancements.
• Assist in creating training materials and maintaining process documentation.

Core Competencies

Customer Focus

• Strong passion for delivering high-quality customer service.
• Empathy and emotional intelligence in client interactions.
• Ability to professionally manage and de-escalate challenging situations.
• Commitment to achieving positive customer outcomes.

Professional Standards

• Self-motivated with strong personal accountability.
• Ability to work under pressure with effective time management.
• Collaborative mindset while maintaining individual productivity.
• Focus on continuous improvement.

Technical Excellence

• Strong numerical ability and close attention to detail.
• Analytical thinking with a problem-solving approach.
• Capability to quickly learn complex financial products and trading concepts.
• Comfort working across multiple digital platforms and systems.

Requirements

• Experience in a customer-facing environment, including handling sensitive or complex issues.
• Excellent written communication skills.
• Proactive, collaborative, and curious approach to work.
• Strong problem-solving capability.
• Fluency in English, written and spoken.
• Completed undergraduate degree.
• Interest in financial markets, trading, or investing.

Preferred

• Exposure to financial products, derivatives, or trading platforms.
• Experience working in fast-paced environments.

Working Model

IG Group follows a hybrid work approach with three days in the office each week. The company promotes a culture built around five principles: leading and inspiring teams, thinking big about impactful problems, championing client needs, delivering outcomes quickly, and raising standards through accountability and feedback.

Culture and Benefits

IG Group values diversity and encourages applicants from varied backgrounds and experiences. Employees benefit from development programs, mentoring opportunities, and structured career growth. Additional perks include networking through social clubs and committees, along with opportunities for volunteering and community engagement.