Customer Service Specialist

ABOUT FREETRADE

Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings.

We’re changing that.

We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in.

2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space.

This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers.

About the role:

The Customer Service Specialist sits within Operations / Customer Service and reports to the Customer Service Workflow Lead. The role is a frontline owner of customer outcomes, acting as the first point of contact via chat and email (English), resolving queries from basic app navigation through to more complex investing-related questions. Beyond day-to-day customer support, the Specialist contributes to team effectiveness by acting as a subject matter expert (SME) for assigned processes, supporting onboarding, sharing knowledge, and mentoring Associate-level colleagues to raise overall quality and consistency.

This position directly contributes to customer trust and retention by delivering timely, high-quality resolutions, improving customer experience through proactive follow-ups, and strengthening team capability through coaching and operational improvements.

You will:

• Respond to inbound customer questions via chat and email = deliver clear, accurate support in English.

• Investigate customer-reported issues using internal tools and records = identify root cause and next best action.

• Resolve customer problems against internal guidelines = achieve first-time-right outcomes and reduce repeat contacts.

• Prioritise casework by urgency, risk, and SLA = meet response/resolution targets consistently.

• Escalate complex cases to the Workflow Lead with proposed resolutions = speed up decisioning and unblock customers.

• Document every interaction, complaint, and feedback in the internal system = maintain audit-quality records and continuity.

• Follow up with customers after resolution = confirm satisfaction and ensure closure.

• Learn new products, systems, and service practices through training = stay current and improve service quality.

• Coach Associates through trainings and internal Q&A support = increase team confidence and performance.

• Improve processes by proposing changes and owning SME areas = reduce friction, prevent issues, and raise CS efficiency.

You have:

• 1–3 years’ experience in a customer support or customer service role (chat/email preferred), with a track record of resolving customer issues end-to-end.

• Strong understanding of customer service best practices, including empathy, active listening, de-escalation, and taking ownership of resolutions.

• Experience working in SLA-driven support environments, managing multiple cases or conversations while maintaining quality and response targets.

• Confidence using ticketing or CRM tools and knowledge bases to document interactions clearly and manage workflows effectively.

• Ability to handle complex customer cases requiring investigation, sound judgement, and clear communication.

• Strong attention to accuracy and risk awareness, knowing when to verify or escalate issues rather than guess.

• A proactive mindset, demonstrated by going the extra mile for customers and identifying opportunities to improve processes or prevent repeat issues.

• Basic understanding of retail investing concepts and common customer journeys (e.g., account access, deposits/withdrawals, product usage), or the ability to learn quickly.

Nice to have

• Experience in financial services, fintech, or another regulated environment.

• Experience supporting or mentoring junior colleagues or contributing to product/process improvements through customer insights.

Logistics & Interview process:

Freetrade is the place to accelerate your career. Our benefits package and ways of working are designed to attract and retain the most talented people who are dedicated to making an impact at Freetrade.

Here’s what’s on offer in 2026:

Hybrid working culture

We’re operating in a hybrid model: 3-days in-office / 2-days from home. We believe great collaboration happens in person and our beautiful offices in central London and Budapest are designed to bring people together.

🏢 Office days: Monday, Tuesday, Thursday

🏡 Work from home days: Wednesday, Friday

Values - at Freetrade we live and breathe our values: Honesty, Focus and Grit. Expect to be asked about these in your interview!

Benefits In Budapest:

• Competitive salary - carefully benchmarked.

• Bonus Scheme - join us and share in our growth. Bonuses are linked to both company success and your individual impact.

• Sickness coverage - You get a 100% coverage up to 15 days/annum.

• Cafeteria - an annual budget to spend at your discretion, whether by adding it to your SZÉP card, covering car-sharing expenses, or using it toward your rent.

• Health Insurance: Our Medicare Blue package provides annual preventive exams, outpatient care, diagnostic tests, and one-day surgeries. Employees also benefit from extensive dental coverage, including annual screenings, professional hygiene treatments, and specialized care for both acute and scheduled dental needs.

• Enhanced paternity leave: 4 weeks of 100% paid company leave, in addition to the 10 days of statutory leave in Hungary.

• Employer voluntary pension contributions - with basic and enhanced options to support your long-term financial wellbeing.

• Learning & Development - We fund industry qualifications so you can grow as a financial services professional.

• Option to Work From Anywhere - for up to four weeks per year.

• Holidays - 20 days as a base, plus your birthday off, and one extra day for every year at Freetrade.

Following the completion of our acquisition by IG Group, you can expect our benefits package to further improve as we align with the broader offerings available across the group.

Interview Process

We keep things simple and transparent. Our process typically includes:

We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.

To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here. https://freetrade.io/legal/privacy-policy

Please note we are not accepting agency CVs.