Customer Care Team Lead & Enablement

Bitpanda Pro logo Bitpanda Pro

Job Description

About the job

We are #hiring! Bitpanda Pro is looking for a Customer Care Team Lead & Enablement in 📍 Vienna to join our growing team. This will be leading the set-up of our customer care function, including team and customer care enablement technology.


Bitpanda Pro is a leading #crypto exchange in Europe, we are highly regulated and run a spot-exchange with an ambitious and exciting product growth strategy! Come and help us on our journey and learn a load doing so - We look forward to your application.


What You'll Do


  • Hire, grow and lead the customer care team to support Bitpanda Pro’s users
  • Lead in the set-up of customer care tech enablement for Bitpanda Pro including the migration to a new dedicated Zendesk instance
  • Create and map support workflows to coordinate and standardise customer care responses for user issues and queries
  • Model on-call and/or shift patterns with the Bitpanda Pro customer care team to ensure appropriate out of business hour coverage
  • Create issue tracking analytics dashboards and monitor responses against SLAs
  • Provide support for Bitpanda customers via email and live chat through our various support channels
  • Manage & prioritise first line queries or issues


Who Are You


  • Relevant experience of top-to-bottom customer care, including 1) direct set up and management of Zendesk with associated automated workflows and 2) relevant customer support advisory experience
  • Excellent verbal and written communication skills – in both English and German
  • A self-starter who thrives in managing complex projects and has a genuine passion for finding solutions for customers to achieve their goals


Nice to haves


  • Experience working in a fast-paced startup environment
  • Passion for investing and cryptocurrencies




  • We are flexible and support a hybrid working environment, expecting at least 3 days in the office a week
  • A competitive salary and attractive equity plan
  • Occasional company-wide and team events - both in-person and virtually!
  • Exclusive premiums when trading on Bitpanda Pro
  • Global team across London, Amsterdam, Milan, Vienna with opportunities for travel
  • Sustainable merch to keep you swagged out and living the brand
Register to Apply

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