Associate, Customer Support - Live chat

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 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! **Your Mission** At Bitpanda, we know that amazing customer service builds trust and lasting connections. As a Customer Support Associate, you’ll be the go-to person our users turn to — answering questions, solving problems, and making sure they always feel supported. This role is the perfect way to kickstart your career in fintech if you’re fresh out of uni or just starting your journey. You’ll get hands-on experience in a fast-moving, international environment, learn directly from an experienced team, and grow your skills from day one. Every conversation you have will help shape how people experience Bitpanda — and help you grow into the next stage of your career. 🚀 **What You Will Do** - Be the first point of contact for our users via live chat and tickets — always keeping your communication clear, friendly, and fast. - Help customers solve everyday issues and make their Bitpanda journey smooth, positive, and stress-free. - Share feedback and ideas with the team to improve the way we support our users and make the customer journey even better. - Work towards team goals like fast response times and high customer satisfaction while staying up to date with Bitpanda’s products and features. - Be flexible with a shift-based schedule (including evenings and weekends) — planned in advance so you can balance work and life. **Who You Are** - You’re an **empathetic and friendly communicator** who enjoys helping people and can stay calm, reliable, and positive even when things get busy. - You speak **fluent English** and another EU language is an advantage - You’re curious about **fintech, investing, or crypto** and excited to learn more (bonus points if you already know your way around crypto wallets, DEXs, or trading). - You’re detail-oriented, dependable, and comfortable juggling multiple chats at once while still delivering **clear, high-quality answers**. - You thrive in a **fast-paced, international environment** and love working as part of a team. ## **Why Join Us?** - Be part of an **ambitious, fast-growing fintech** company, working alongside passionate people who love what they do. - Play a key role in shaping the **customer experience at Bitpanda** and directly influence user satisfaction and loyalty. - Get real exposure to the world of **investing, crypto, and financial services**, no prior expertise required, just curiosity. - Enjoy plenty of **career growth opportunities**, training, and the chance to move across teams as you grow. - Thrive in a **supportive, international team culture** where your ideas and feedback matter. #### **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 .…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are. Above all, you will have 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).***