Senior Associate - Community & Retention
External
Bitpanda · Vienna, AustriaPrepare for this interview
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About the role
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 As a Senior Associate within the Customer Retention team at Bitpanda, your mission is to maximize customer lifetime value by minimizing churn and building sustained, long-term loyalty. You will be the bridge between complex financial or regulatory requirements and our users, turning potentially friction-heavy moments into opportunities for trust-building. By combining an exceptionally customer-centric approach with the expertise of a seasoned support specialist, you will prevent customer drop-off, resolve delicate escalations, and champion the voice of the user to improve the overall Bitpanda journey.
Responsibilities
- Prevent Customer Drop-off: Proactively outreach to users regarding delicate compliance and regulatory cases, ensuring they feel supported rather than sidelined during complex processes.
- Actively gather user feedback to identify sentiment trends, working to improve customer loyalty and drive positive Net Promoter Scores initiatives.
- Provide fast remediation for high-priority tickets and escalations, acting with a sense of urgency to close cases and restore user confidence. Surface Insights: Report on delicate cases and relevant findings to your manager and the wider team, ensuring that recurring pain points are identified.
- Work closely with internal stakeholders to refine user communication and streamline the customer journey based on your frontline findings.
- Manage your daily priorities and case-load with a high degree of independence, ensuring high-impact moments are handled efficiently..
Requirements
- Experienced Support Specialist : Proven background in high-touch customer support, ideally in phone support or a similar environment where de-escalation is key.
- Expert Communicator : Ability to translate complex financial and regulatory jargon into clear, empathetic, and actionable guidance for customers.
- Customer-Centric & Patient : A naturally social mindset with the patience to handle difficult conversations and a passion for building lasting loyalty.
- Problem Solver : You are solution-oriented and capable of prioritizing tasks effectively to close complex cases in a fast-paced environment.
- Bilingual : Fluent in German (native or near-native level) and comfortable engaging in English with professionalism and personality.
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