About the role

Customer Service Specialist at Freetrade resolving customer inquiries through chat and email. Engaging customers in Budapest with a focus on retail investing and service excellence.

Responsibilities

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.

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.

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.