Customer Call Support

Summary

Join Bitpanda as a Localized Concierge Customer Call Support and provide high-quality phone-based customer care for the French market. You will handle customer inquiries professionally, ensuring every interaction builds trust and loyalty. Collaborate with your manager and team to achieve company targets, and dive deep into user feedback to improve the customer experience. Continuously strive to improve support processes and build strong relationships with other departments. This role requires proven customer care or sales experience, excellent communication skills in English and French, and flexibility to work in shift patterns. Bitpanda offers a flexible working model, competitive benefits, stock options, and opportunities for growth.

Requirements

• Proven experience within Customer Care or Sales providing support to clients via phone or video calls
• Excellent verbal and written communication skills in English and French (C2 level or equivalent)
• Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed
• Willingness to work remotely [from Italy / France / Germany / Switzerland]

Responsibilities

• Provide world-class service to Bitpanda’s 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 Bitpanda’s support processes, contributing to overall excellence in customer care
• Build strong relationships with other departments, fostering collaboration to increase customer satisfaction and Net Promoter Scores (NPS)

Preferred Qualifications

• A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional
• Experience with Customer Care systems, such as Zendesk, is desirable but optional
• Additional languages are a plus

Benefits

• We're proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually
• Total compensation package including participation in our Bitpanda stock option plan
• Competitive benefits programs and policies shaped by our flexibility-first philosophy
• Exclusive premiums when trading on Bitpanda
• 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