Role
Store Advisor (Part time- Teilzeit 15/20h a week)
Category
Administration
Locations
Published
July 15
Deadline
August 16
ABOUT THE ROLE As our Product & Customer Excellence Manager, you sit right at the intersection of three things we care about deeply: our products, our customers, and the quality bar we hold ourselves to. You'll be the person who knows our collection inside out, who spots a quality issue before our customers do, and who turns complex customer questions into moments of genuine connection. You'll work closely with Operations, Jewellery Design, and the wider team to make sure every BRUNA piece, and every BRUNA experience, lives up to the brand we're building. YOUR RESPONSIBILITIES Customer Excellence - You respond to customer inquiries via chatarmin (our helpdesk software) and over the phone, ensuring every customer feels heard and well taken care of. You assist with processing orders in Shopify and our logistics software, manage returns, and share responsibility for managing customer reviews. You're the go-to person when a customer needs deep product knowledge, whether it's about materials, care, sizing, or personalisation. Quality Assurance - You own our product quality bar. You carry out regular quality checks at our warehouse in Vienna, conduct incoming goods inspections, and document quality issues systematically. You analyse return and complaint data to spot recurring issues, and translate those insights into action, whether that's a conversation with a supplier, feedback to our Jewellery Design team, or a tweak to our packaging. Product Expertise - You're our internal product encyclopedia. You build and maintain product knowledge resources for the team, train colleagues on new collections, and act as the bridge between what customers tell us and what our Jewellery Design and Operations teams need to hear. Continuous Improvement - You question existing structures and processes and bring in new ideas on how we can further improve our customer service and product quality. As the direct point of contact for our customers, you play a key role in ensuring their satisfaction at BRUNA. Cross-functional Collaboration - You report to our Operations & Supply Chain Lead and work closely with Jewellery Design, Logistics, our customer excellence team, and our flagship store. Your insights shape product decisions, not just service ones. YOUR BACKGROUND * You bring 2+ years of experience in customer service, or a similar role, ideally with exposure to product or quality responsibility. A background in jewellery is ideal, but we're equally open to candidates from adjacent industries (watches, leather goods, beauty, premium fashion, or design-led product brands) where craftsmanship and quality matter. * You have a sharp eye for detail and genuinely care about product quality. You can spot a flaw in a clasp at ten paces, and you know how to communicate that finding to both a supplier and a customer. * You are known for your helpfulness, always remain friendly, and respond empathetically to customer inquiries. You love social interactions, exude enthusiasm and empathy, and are passionate about the job. * You're a strong communicator in German and English, both spoken and written. * You work independently, diligently, and with a solution-oriented mindset. You're as comfortable digging through return data in a spreadsheet as you are explaining a piece to a customer on the phone. * You're based in Vienna and happy to visit our warehouse regularly for product checks. Otherwise, you work remotely like the rest of the team. * You're reliable, flexible, and you take ownership. When something isn't right, you don't just flag it, you fix it. WHAT YOU CAN EXPECT * Ownership & Impact: Join a small, ambitious team where your work directly shapes the trajectory of BRUNA. We empower everyone to take ownership and make a real difference. * A Culture of Trust & Openness: We hire exceptional people and trust them to do their best work. Open communication, transparency, and collaboration aren't just values on a wall - they're how we operate every day. * Rooted in Our Values: Our five core values guide everything we do: High Agency & Proactive Ownership, Radical Candor & Wholehearted Collaboration, Excellence with Momentum, Simple Thoughtful Distinct, and How We Evolve. They shape how we work, how we grow, and how we show up for each other every day. * Investment in Your Growth: Your development matters to us. You'll have access to a dedicated learning budget and opportunities to grow your skills alongside the company. * Flexibility & Autonomy: As a remote-first company, we believe your best work happens when you have the freedom to manage your time and environment. We trust you to make it work. * High Standards, Strong Culture: We take hiring seriously - not just for skills, but for people who are passionate about delivering great work and winning as a team. Find out more about who we are and what we value most here. We can't wait to hear from you! ⭐️ BRUNA is committed to building an inclusive and diverse team. We welcome applications from people of all backgrounds, identities, and experiences. MINIMUM SALARY Compensation is based on the collective agreement minimum salary, with the opportunity for overpayment depending on your qualifications and experience.
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 7 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! 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) 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 – On top of your standard annual leave, Prioritise your wellbeing with 3 additional days of paid time off to rest, reset, and recharge, available once you’ve been with us for 6 months. * 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 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).