Associate, Phone Support - DACH

Bitpanda; Deutschland; Hybrid; EUR 42.000 - 60.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Stock options

OpenUP coaching

Additional vacation days

Udemy courses

Parental leave benefits

Company events

Employee discounts

Zusammenfassung

Bitpanda is launching a new Operations division in Germany to deliver premium, world-class phone-based customer support. You will engage with users across channels, troubleshoot in real time, and help shape how customers experience Bitpanda every day.

We seek ambitious, adaptable individuals fluent in German (C2) and comfortable in English (B2+), who thrive in a fast-moving environment and are open to shift work. Prior Zendesk experience is a plus.

Qualifikationen

• Experience in phone-based customer support preferred.
• Fluent German (C2) with strong English (B2+) communication.
• Comfortable with shift work and fast-paced fintech environments.

Aufgaben

• Provide world-class service to users mainly by phone support, and occasionally via tickets or live chat.
• Align daily with your manager and collaborate to meet team targets.
• Analyze user feedback to identify key product or feature requests and share insights with internal teams.
• Identify opportunities to streamline and improve support processes.
• Collaborate with other departments to elevate customer satisfaction and help improve our Net Promoter Score (NPS).

Kenntnisse

German (C2)

English (B2+)

Phone-based support

Customer-focused

Tools

Zendesk

Jobbeschreibung

Who we are

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re 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 Europe’s 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. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re 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. Let’s go!

Are you ready to shape the future of finance?

Bitpanda, one of Europe’s fastest-growing fintech companies, is building something game-changing, and we want you to be part of it.

We’re launching a brand-new Operations division with one clear purpose: to deliver premium, world-class support to our users, with a strong focus on phone-based customer service .
We’re looking for people who are confident communicators, thrive in real-time conversations, and genuinely enjoy helping customers over the phone.

This new team will be a cornerstone of Bitpanda’s future, ensuring millions of users receive fast, friendly, and reliable support. By joining, you won’t just step into a role, you’ll directly shape how people experience Bitpanda every single day and play a key part in how we redefine the way the world invests.

What You’ll Do (Day-to-Day)

As part of Bitpanda’s new Operations division, you will:

• 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)

Who We’re Looking For

We’re searching for ambitious, adaptable, and curious people who:

• Experience in phone-based customer support, is a plus
• Communicate clearly and professionally
• Are fluent in German (C2) and comfortable in English (B2+)
• Thrive in a fast-moving, dynamic environment and are open to shift work (including evenings/weekends)
• Have experience with tools like Zendesk (a plus, not a must)
• Are interested in fintech, crypto, or financial markets (optional but beneficial)

What’s 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 Bitpanda’s 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 in 2027 with 3 additional days of paid time off to rest, reset, and recharge, available once you’ve been with us for 6 months.
• Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s 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 up to 8 additional 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 …