Who we are
We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, were here to help people trust themselves enough to build their financial freedom for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks*, precious metals and commodities* they want with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 7 million customers, making us one of Europes safest and most secure platforms that powers modern investing.
Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, roll-up-your-sleeves-and-make-it-happen kind of people. Its these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if youre someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Lets go!
Your mission
As a Localized Customer Care Associate, you will provide high-quality, phone-based customer care for a specific market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations.
What youll do:
- Provide world-class service to Bitpandas customers by handling their requests primarily through phone support, but occasionally also via ticketing system and live chat, ensuring timely and professional support that enhances customer satisfaction and loyalty.
- Align daily with your manager and collaborate to achieve company and team targets through strategic planning, strong communication, and consistent focus on performance metrics.
- Dive deep into user feedback to identify critical product and feature requests, working closely with internal teams to share actionable insights and improve the customer experience.
- Continuously strive to identify opportunities to improve Bitpandas support processes, contributing to overall excellence in customer care.
- Build strong relationships with other departments, fostering collaboration to increase Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
Who you are
- Proven experience within Customer Care or Sales, providing support to clients via phone or video calls.
- Excellent verbal and written communication skills in Italian (C2 level or equivalent) and English (B2 level or higher); additional languages are a plus.
- A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional.
- Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed.
- Experience with Customer Care systems, such as Zendesk, is desirable but optional.
Whats in it for you
- Flexibility to work where you thrive Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice.
- Reward for your impact Receive a competitive total compensation package aligned with Bitpandas pay-for-impact policy, including participation in our stock option plan.
- Support for your mental wellbeing Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP.
- Time to recharge On top of your standard annual leave, Prioritise your wellbeing with 3 additional days of paid time off to rest, reset, and recharge, available once youve been with us for 6 months.
- Continuous learning and growth Grow your skills and stay ahead in your career with unlimited access to Udemys library of online courses at your own pace.
- Exclusive perks and rewards Enjoy discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel.
- Support during life milestones Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family.
- Fuel and focus on-site Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long.
- Recognition for your contributions Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
- Show your Bitpanda pride Access exclusive Bitpanda-branded merchandise and gear to represent.
- Connect and celebrate with your team Join unforgettable company events, from our Winter Party in Vienna to gatherings worldwide, fostering fun, connection, and celebration
.and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.
Above all, you will have the opportunity to learn and grow as part of Bitpandas incredible journey towards being Europes future #1 investment platform.
Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.
* These benefits may be adjusted at Bitpandas discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).
