Customer Care Team Lead & Enablement

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

Benefits

• 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

Please let Bitpanda Pro know that you found this job role on CryptoJobs.gg