Phone Support Agent, Italian Market - Night Shift

Position: Phone Support Agent, Italian Market - Night Shift New
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 6 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 during the night hours. 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.

What you’ll do:

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.
Take ownership of night-shift operations, ensuring seamless handovers between evening and morning teams while maintaining a focus on performance metrics and team targets.
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 and Net Promoter Scores (NPS).

Who you are

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.
Highly reliable and comfortable working independently; fully flexible to work night shifts, including weekends, as needed.

Experience with Customer Care systems, such as Zendesk, is desirable but optional.

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 – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing.
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 our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family.
Create a productive workspace at…