Associate Customer Support

Framework Ventures; United States; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

25 Work From Anywhere days

Competitive total compensation package

Company-wide and team events

Job summary

Framework Ventures is looking for a Customer Support Associate to provide exceptional user support. You'll deliver timely and empathetic support across live chat, ticketing, and phone channels to help build trust and loyalty with our users. Candidates should possess prior customer support experience and have some knowledge of cryptocurrencies.

This role offers a competitive compensation package, including stock options, and promotes a hybrid working model with flexibility.

Join us in contributing to Framework Ventures' mission to revolutionize the investment space.

Qualifications

• Prior experience in Customer Support or Sales, preferably in a tech environment.
• Proactive communicator thriving in a fast-paced setting.
• Hands-on experience with cryptocurrencies and decentralized exchanges is an advantage.

Responsibilities

• Deliver timely and empathetic support experience across multiple channels.
• Resolve customer issues contributing to user retention and brand loyalty.
• Collaborate with cross-functional teams and analyze recurring issues.

Skills

Customer Support Experience

Empathy

Multitasking

Communication Skills (English, German)

Cryptocurrency Knowledge

Tools

Zendesk

Job description

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 6 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!

Your Mission At Bitpanda, we believe that outstanding customer service is the foundation of lasting relationships and sustainable growth. As a Customer Support Associate, you’ll be on the frontline, delivering personal, timely, and expert support to our users. You’ll represent the voice and spirit of Bitpanda, building trust and loyalty with each interaction. If you're passionate about helping people and thrive in a dynamic, fast-paced environment, we want you on our team.

What You’ll Do Deliver a best-in-class support experience across multiple channels (live chat, ticketing and phone support), ensuring timely, clear, and empathetic communication with our users. Understand and resolve customer issues while ensuring a high level of satisfaction, contributing directly to user retention and brand loyalty. Collaborate with cross-functional teams to elevate issues, share insights, and ensure user feedback shapes product improvements. Analyze recurring issues and contribute ideas to optimize support workflows and improve the customer journey. Work towards individual and team KPIs related to customer satisfaction, response time, and resolution quality while staying up to date with Bitpanda’s products and services to offer informed and confident support.

Who You Are Prior experience in Customer Support, Customer Care, or Sales, preferably in a digital or tech environment, you are detail-oriented and dependable, consistently managing follow-ups. Proactive and empathetic communicator who thrives in a fast-paced environment, you excel at multitasking — confidently handling multiple live chats simultaneously while ensuring high-quality responses. Hands‑on experience with cryptocurrencies, decentralized exchanges (DEXs), and crypto wallets is a strong advantage. Excellent communication skills in English and German – both written and verbal with strong interpersonal skills and the ability to remain calm and effective under pressure, you present a genuine interest in fintech, crypto, or investing is a strong advantage. Comfortable working flexible hours, including evenings and weekends, in a rotational shift system, and familiarity with customer service platforms (e.g., Zendesk) is a plus

What’s in it for you Hybrid-working model with 25‑Work From Anywhere days* Competitive total compensation package including participation in our stock option plan Market‑leading benefits programs shaped by our Time & Flexibility policies* Company‑wide and team events — both in-person and virtually! Bitpanda swag to keep you living the brand

And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s 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 Bitpanda’s 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).