Your mission

As the Senior Manager of Customer Care at Bitpanda, your mission is to lead a multi-layered organization by managing and mentoring a team of managers to achieve world-class results. You will serve as a strategic architect of our support ecosystem, fostering a culture of high ownership and proactive problem-solving. Working closely with senior leadership, you will translate high-level business objectives into operational excellence, ensuring our support infrastructure not only scales but prospers as we redefine the financial landscape.

What you’ll do

• Experienced Leader of Leaders: You bring 5-7+ years of large-scale leadership experience with a proven track record of managing managers. You understand the nuances of scaling complex support organizations and excel at coaching other leaders to drive performance and talent development. 
• Operational Excellence Architect: You are a "doer" who thinks in systems. You have extensive experience building and maturing support operations, ensuring they are not just maintained, but optimized for maximum efficiency and long-term prosperity. 
• Strategic Support Expert: You possess a deep-rooted understanding of how to thrive in customer support. You bring a high degree of technical and operational sophistication, acting as a proactive force who anticipates needs rather than just reacting to tickets. 
• Mission-Driven Owner: You possess an unwavering sense of accountability and a passion for Bitpanda’s mission. You are eager to take full ownership of your domain and proactively shape the future of the crypto and financial services industry. 

Who you are 

• Experienced Leader of Leaders: You bring 5-7+ years of large-scale leadership experience with a proven track record of managing managers. You understand the nuances of scaling complex support organizations and excel at coaching other leaders to drive performance and talent development. 
• Operational Excellence Architect: You are a "doer" who thinks in systems. You have extensive experience building and maturing support operations, ensuring they are not just maintained, but optimized for maximum efficiency and long-term prosperity. 
• Strategic Support Expert: You possess a deep-rooted understanding of how to thrive in customer support. You bring a high degree of technical and operational sophistication, acting as a proactive force who anticipates needs rather than just reacting to tickets. 
• Mission-Driven Owner: You possess an unwavering sense of accountability and a passion for Bitpanda’s mission. You are eager to take full ownership of your domain and proactively shape the future of the crypto and financial services industry. 
• Collaborative Systems Thinker: You excel at building cross-departmental alliances, aligning your team’s operational goals with the broader company vision to achieve seamless, end-to-end excellence.

Your mission

As a Trading Operations Specialist at Bitpanda, your mission is to ensure a secure and smooth trading experience. You are well-versed in the foundations of financial instruments and trading systems and also possess a very strong, problem-solving-oriented mindset.

What you’ll do 

• Deep-dive into and quick understanding of our financial products, trading and hedging systems
• Handle market alerts and execute OTC trades & blockchain transactions on behalf of Bitpanda
• Perform daily settlement and reconciliation of trades 
• Monitor hedging and trading activity and maintain the relevant risk parameter settings; you will be the first line of defence for the sanity of our trading and hedging operations
• Proactively document and improve processes & recommend system developments

Who you are

• Experience in trading operations or a similar area (trader certificate is a plus); you should have a great understanding of and/or interest in financial markets, particularly equities or cryptocurrencies/blockchain
• Ability to identify problems and solve them quickly or escalate them as necessary
• Strong data investigation skills (MS Excel in particular and SQL or working with databases is a plus; experience with Bloomberg, Refinitiv (Reuters) or FactSet is welcome)
• Great team player with strong attention to detail, excellent organizational and communication skills (English is a must), thriving in an ever-changing environment
• Ability to work in night shift (00:00-07:00) to ensure operational continuity in a 24/7 business

Your Mission
At Bitpanda, we know that amazing customer service builds trust and lasting connections. As a Customer Support Associate, you’ll be the go-to person our users turn to — answering questions, solving problems, and making sure they always feel supported.

This role is the perfect way to kickstart your career in fintech if you’re fresh out of uni or just starting your journey. You’ll get hands-on experience in a fast-moving, international environment, learn directly from an experienced team, and grow your skills from day one.

Every conversation you have will help shape how people experience Bitpanda — and help you grow into the next stage of your career. 🚀

What You Will Do

• Be the first point of contact for our users via live chat and tickets — always keeping your communication clear, friendly, and fast.
• Help customers solve everyday issues and make their Bitpanda journey smooth, positive, and stress-free.
• Share feedback and ideas with the team to improve the way we support our users and make the customer journey even better.
• Work towards team goals like fast response times and high customer satisfaction while staying up to date with Bitpanda’s products and features.
• Be flexible with a shift-based schedule (including evenings and weekends) — planned in advance so you can balance work and life.

Who You Are

• You’re an empathetic and friendly communicator who enjoys helping people and can stay calm, reliable, and positive even when things get busy.
• You speak fluent English and German and other EU language is an advantage 
• You’re curious about fintech, investing, or crypto and excited to learn more (bonus points if you already know your way around crypto wallets, DEXs, or trading).
• You’re detail-oriented, dependable, and comfortable juggling multiple chats at once while still delivering clear, high-quality answers.
• You thrive in a fast-paced, international environment and love working as part of a team.
  
  

Why Join Us?

• Be part of an ambitious, fast-growing fintech company, working alongside passionate people who love what they do.
• Play a key role in shaping the customer experience at Bitpanda and directly influence user satisfaction and loyalty.
• Get real exposure to the world of investing, crypto, and financial services, no prior expertise required, just curiosity.
• Enjoy plenty of career growth opportunities, training, and the chance to move across teams as you grow.
• Thrive in a supportive, international team culture where your ideas and feedback matter.

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. 

Are you ready to shape the future of finance?

Bitpanda, one of Europe’s fastest-growing fintech companies, is building something game-changing, and we want you to be part of it.

We’re launching a brand-new Operations division with one clear purpose: to deliver premium, world-class support to our users, with a strong focus on phone-based customer service.
We’re looking for people who are confident communicators, thrive in real-time conversations, and genuinely enjoy helping customers over the phone.

This new team will be a cornerstone of Bitpanda’s future, ensuring millions of users receive fast, friendly, and reliable support. By joining, you won’t just step into a role, you’ll directly shape how people experience Bitpanda every single day and play a key part in how we redefine the way the world invests.

What You’ll Do (Day-to-Day)

As part of Bitpanda’s new Operations division, you will:

• Provide world-class service to our users primarily through phone support, and occasionally via tickets or live chat, always delivering timely, professional assistance that drives satisfaction and loyalty
• Align daily with your manager and collaborate closely to meet team and company targets
• Dive into user feedback to identify key product or feature requests and share meaningful insights with internal teams
• Spot opportunities to streamline and improve support processes
• Partner with other departments to elevate customer satisfaction and help boost our Net Promoter Score (NPS)
  
  

Who We’re Looking For

We’re searching for ambitious, adaptable, and curious people who:

• Experience in phone-based customer support, is a plus
• Communicate clearly and professionally
• Are fluent in German (C2) and comfortable in English (B2+)
  
• Thrive in a fast-moving, dynamic environment and are open to shift work (including evenings/weekends)
• Have experience with tools like Zendesk (a plus, not a must)
• Are interested in fintech, crypto, or financial markets (optional but beneficial)

Your mission:

As an AML Operations Associate at Bitpanda, your mission is to actively contribute to the mitigation of money laundering and terrorist financing risks. You will ensure compliance with applicable regulations in the anti-financial crime field, demonstrating a strong commitment to preventing financial crimes perpetrated within the cryptocurrency environment. You possess a robust problem-solving and customer-oriented mindset.

What you’ll do:

• Onboard retail clients in accordance with European and British AML regulatory requirements. This includes providing constructive feedback to external Identity & Verification (ID&V) providers, remediating detected issues, and preparing comprehensive internal reports.
• Perform day-to-day reviews for Source of Funds (SoF) and/or Source of Wealth (SoW), primarily focusing on fiat transactions and low-risk customers. You will diligently oversee customers’ financial activities and identify any potential red flags on users’ accounts.
• Analyze retail users’ financial data and their provided explanations. You will directly interact with customers to request any necessary additional documents.
• Conduct regular transaction monitoring reviews to assess if a follow-up PoF/PoW is required, always balancing the overall customer experience with strict adherence to regulatory requirements.

Who you are: 

• Education: University degree in Economics, Finance, or Law.
• Skills: Proven analytical and problem-solving skills.
• Knowledge: Demonstrated interest in AML regulation (e.g., the AML Directives, the FM-GwG, the ESAs AML/CFT Guidelines) with a comprehensive understanding of different financial crime patterns and the broader AML/CFT landscape.
• Industry Interest: A keen interest in the rapidly evolving cryptocurrency industry.

Please Note: This is a morning shift position (from 7:30 AM to 16:00 PM) from Sunday to Thursday.