About this role
Job title: Phone-based Customer Support Specialist
About the Role As part of Bitpanda’s new Operations division focused on delivering premium, phone-based customer support, you will help millions of users have fast, friendly, and reliable experiences with Bitpanda. Your work directly shapes how customers perceive Bitpanda every day and contributes to our mission to redefine how the world invests.
What You'll Do
- Provide world-class service to our users primarily through phone support, and occasionally via tickets or live chat, always delivering timely, professional assistance that drives satisfaction and loyalty.
- Align daily with your manager and collaborate closely to meet team and company targets.
- Dive into user feedback to identify key product or feature requests and share meaningful insights with internal teams.
- Spot opportunities to streamline and improve support processes.
- Partner with other departments to elevate customer satisfaction and help boost our Net Promoter Score (NPS).
What We're Looking For
- Experience in phone-based customer support; a plus.
- Communicate clearly and professionally.
- Fluent in German (C2) and comfortable in English (B2+).
- Thrive in a fast-moving, dynamic environment and be open to shift work (including evenings/weekends).
- Have experience with tools like Zendesk (a plus, not a must).
- Interested in fintech, crypto, or financial markets (optional but beneficial).
Compensation & Benefits
- Hybrid working model combining onsite collaboration and remote work, with 25 days per year to work from a city or country of your choice.
- Competitive total compensation aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan.
- Mental wellbeing support via confidential coaching, counselling, and OpenUP resources.
- 3 additional days of paid time off after 6 months.
- Unlimited access to Udemy’s online courses.
- Discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel.
- 8 weeks of gender-neutral new parent leave.
- Free onsite dining for Pandas in Vienna, Bucharest, Barcelona, and Berlin.
- Recognition and rewards for tenure and achievements.
- Bitpanda-branded merchandise and gear.
- Company events and team celebrations.