Summary

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

1. 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.
2. Understand and resolve customer issues while ensuring a high level of satisfaction, contributing directly to user retention and brand loyalty.
3. Collaborate with cross-functional teams to escalate issues, share insights, and ensure user feedback shapes product improvements.
4. Analyze recurring issues and contribute ideas to optimize support workflows and improve the customer journey.
5. 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

1. 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 
2. 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.
3. Hands-on experience with cryptocurrencies, decentralized exchanges (DEXs), and crypto wallets is a strong advantage.
4. 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.
5. 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

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

Skills

• Communications Skills
• Cryptocurrency