Senior Associate - Community & Retention
Job Overview
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 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.
What you’ll do
- 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..
Who you are
- 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.
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.
- Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long.
- Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
- Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent.
- Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to summer gatherings worldwide, fostering fun, connection, and celebration
.…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.
Above all, you will have the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.
Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.
* These benefits may be adjusted at Bitpanda’s discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).