About the Role
You will join a brand-new Operations division dedicated to delivering premium, world-class support to Bitpanda's users, with a strong focus on phone-based customer service. You will primarily assist users over the phone, and occasionally through tickets or live chat, always providing timely and professional assistance. You will align daily with your manager to meet team and company targets, dive into user feedback to identify product or feature requests, and share meaningful insights with internal teams. You will also spot opportunities to streamline support processes and partner with other departments to boost customer satisfaction and the Net Promoter Score (NPS). This role requires shift work, including evenings and weekends, and will be based onsite in Vienna.
Requirements
- Experience in phone-based customer support is a plus
- Communicate clearly and professionally
- Fluent in German (C2) and comfortable in English (B2+)
- Open to shift work (including evenings/weekends)
- Experience with tools like Zendesk is a plus, not a must
- Interest in fintech, crypto, or financial markets is optional but beneficial
Responsibilities
- Provide world-class service to users primarily through phone support, and occasionally via tickets or live chat
- Align daily with your manager and collaborate to meet team and company targets
- Dive into user feedback to identify key product or feature requests and share insights with internal teams
- Spot opportunities to streamline and improve support processes
- Partner with other departments to elevate customer satisfaction and help boost Net Promoter Score (NPS)
Benefits
- Hybrid working model with an additional 25 days per year to work from a city or country of choice
- Stock option plan participation
- Confidential coaching, counselling, and mental health resources through OpenUP
- 3 additional days off in 2026
- Unlimited access to Udemy's online course library
- Discounts, rewards, and perks from partners worldwide
- 8 weeks of gender-neutral new parent leave
- Dedicated budget for home office setup
- Free onsite dining with freshly prepared lunches and snacks in Vienna, Bucharest, Barcelona, and Berlin
- Recognition and rewards for tenure at Bitpanda
- Bitpanda-branded merchandise and gear
- Company events such as Winter Party in Vienna and summer gatherings worldwide