Associate, Phone Support

About the role

Bitpanda is launching a new Operations division dedicated to providing high-quality phone support for our users. You will own the end-to-end resolution of complex user inquiries, acting as the primary voice of the customer over the phone. This role requires you to translate nuanced user concerns into clear, actionable information for both users and internal stakeholders. You will be responsible for shaping the future of our customer service experience through real-time problem solving and empathetic communication. Your daily work will involve handling a high volume of calls while maintaining strict adherence to quality and compliance standards. You will partner with cross-functional teams to ensure that user feedback drives product improvements and strategic decisions. This position is ideal for someone who thrives in dynamic environments and takes pride in delivering consistent, high-touch support. Your contributions will directly influence user trust and retention metrics for the growing Bitpanda platform.

Key facts

What you'll do

• Handle user inquiries primarily via phone, with occasional support through tickets and live chat, ensuring timely and accurate resolutions.
• Analyze call patterns and user feedback to provide actionable insights on features and products to internal teams for strategic improvements.
• Coordinate with your manager to achieve team performance goals and company targets, aligning individual efforts with broader operational objectives.
• Propose improvements to existing support workflows, identifying bottlenecks and opportunities for efficiency gains.
• Collaborate with other departments to increase customer satisfaction and improve our Net Promoter Score through seamless cross-functional communication.
• Utilize the Zendesk platform to document interactions, track issues, and maintain a clear audit trail of all support activities.
• Demonstrate mastery of phone support operations by managing call queues, prioritizing cases, and escalating issues as required.
• Apply strong verbal communication skills to de-escalate tense situations, clarify user needs, and deliver solutions with clarity and confidence.
• Monitor key performance indicators related to call handling, ensuring adherence to response time and resolution standards.
• Contribute to the development of support playbooks and knowledge base articles based on real-world user interactions.
• Maintain a deep understanding of Bitpanda's products, services, and policies to provide accurate and reliable information to users.
• Adapt quickly to shifting priorities and evolving user needs in a fast-paced, high-volume support environment.

Requirements

• Fluency in German at C2 level is mandatory for handling complex user interactions and ensuring precise communication.
• Proficiency in English at B2+ level is required to understand and respond to user queries accurately.
• Ability to work in a fast-paced environment with a flexible schedule that includes evenings and weekends to provide continuous support.
• Strong professional communication skills are essential for building user trust and conveying information clearly and respectfully.
• Previous experience in phone-based customer support is required to ensure a high standard of user interaction.
• Familiarity with the Zendesk platform is required to efficiently manage support tickets and user data.
• A demonstrated interest in financial markets, cryptocurrency, or the fintech industry is required to align with Bitpanda's mission and values.
• You must be legally authorized to work in Austria without requiring additional visa sponsorship for this role.
• You must be available to work the scheduled shifts, including weekends and evenings, as this is a core requirement of the position.

Nice to have

• Previous experience in phone-based customer support.
• Familiarity with the Zendesk platform.
• Interest in financial markets, cryptocurrency, or the fintech industry.

Practical notes

• Benefits include a hybrid work model with 25 days per year of remote work from any location, a stock option plan, and access to OpenUP for mental health resources.
• Additional perks: 3 extra days of paid leave after 6 months, 8 weeks of gender-neutral parental leave, unlimited Udemy access, and free onsite meals in Vienna.
• Compensation is based on our pay-for-impact policy.