Associate, Customer Support - Live chat

Bitpanda

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).

Squarespace

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead. Your first two weeks at Squarespace will include mandatory virtual training from September 7th remotely taking place in Ireland GMT. Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements. YOU'LL GET TO… * Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the role * Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries * Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat * Stay up to date on new product features and improvements * Identify isolated customer experiences and escalate important issues WHO WE'RE LOOKING FOR * Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us * 1+ years customer-facing experience required in a similar role (retail, hospitality, online support) * Expertise with written communication and the ability to spot spelling and grammar errors * Proficiency with decoding conversations, identifying the cause, and aligning on end goals * Capability of prioritizing competing requests * Familiarity with the Squarespace platform * Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused BENEFITS & PERKS * Health insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and vision * Life and Income Protection * Fertility and adoption benefits * Headspace mindfulness app subscription * Global Employee Assistance Program * Pension benefits with employer match * Flexible paid time off * 26 weeks paid maternity leave & 12 weeks paid paternity leave * 2 weeks paid family care leave * Annual Tax-Free Stipend * Education reimbursement * Employee donation match to community organizations * 7 Global Employee Resource Groups (ERGs) CASH COMPENSATION RANGE: €32,500 EUR  The rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay. ABOUT SQUARESPACE Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers.  OUR COMMITMENT Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace. #LI-Remote  Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.   Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.   If you plan to use AI in any capacity during your candidate journey, please review our Candidate AI Policy.

bloomon

bloomon is turning the flower industry on its head – for the better. How? By disrupting the traditional supply chain!  We skip the auction and wholesale, to shorten the journey for our flowers.  And we harness technology, brand and innovation to deliver gifts and subscriptions that delight our customers across Europe.   We launched in Amsterdam in 2014, and in 2021 joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times).  Our group is backed by top tier investors and is now home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte.  Together, we’ve delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.   Our vision is to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.    We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp™ – committed to making long-term positive change for our community, and the world around us.   🛠️ Customer Delight Team @ Bloom & Wild Group With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.   - Do you love to be in contact with people, take problems seriously, and strive for solutions?  - Do you have a friendly personality and like to make people happy?  - Are you proactive and like to work in a dynamic environment?   Join our Customer Delight Team as a Customer Delight Associate and bring joy to customers' days with every interaction!   In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands (can be London or Amsterdam based), delivering exceptional service that leaves a lasting impression. As a part of the German Customer Delight team, handle requests from German-speaking customers, requiring flexibility and adaptability to meet diverse needs. In this role, you will be responsible for our German customers via email, whatsapp, live chat and phone. From time to time we will also ask you to jump into our Dutch email queue (we have a great translation tool) and all English queues.   It is essential that you can think in a solution-oriented way and are able to work independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' shoes. You will carry out varied work and be given a lot of responsibility straight away. Being organised, proactive and ready to hit the ground running will be essential to success in the role.    We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.     Please note that this role requires fluent Dutch language skills.