Customer Support - Phone Support - Italy
External
Bitpanda · Milan, ItalyPrepare 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 Localized Customer Care Associate, you will provide high-quality, phone-based customer care for a specific market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations.
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 (CSAT) and Net Promoter Scores (NPS).
Requirements
- Proven experience within Customer Care or Sales, providing support to clients via phone or video calls.
- Excellent verbal and written communication skills in Italian (C2 level or equivalent) and English (B2 level or higher); additional languages are a plus.
- A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional.
- Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed.
- Experience with Customer Care systems, such as Zendesk, is desirable but optional.
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