Customer Care Specialist (CH & EU)

Cryptonow seeks a Customer Care Specialist to support clients in Switzerland and the EU. The role focuses on resolving crypto-asset inquiries via multiple channels while collaborating with internal teams to improve support processes.

This position serves as the primary point of contact for customers navigating crypto-asset transactions across Switzerland and the European Union. The specialist works closely with Product, Compliance, Operations, and Engineering departments to ensure seamless user experiences and resolve complex issues efficiently.

Responsibilities

• Deliver premium support through email, live chat, and telephone for clients in Switzerland and the EU.
• Assist users with account verification, onboarding, crypto transactions, brokerage inquiries, and gift card redemption.
• Manage escalated or intricate customer cases by coordinating with Compliance, Product, Operations, and Technical teams.
• Record customer interactions and workflow details using contemporary ticketing systems.
• Enhance Help Center articles, internal knowledge bases, and AI chatbot training data.
• Detect recurring pain points and recommend improvements for support workflows, tools, and automation.
• Act as the customer advocate by sharing insights and feedback with internal stakeholders.

Requirements

• At least three years of experience in customer care, support, or operations.
• Fluent written and spoken English.
• German proficiency at a negotiation level or higher.
• Fluency in either French or Italian.
• Hands-on experience with support platforms like Intercom, Zendesk, or comparable tools.

Nice to have

• Background in fintech, e-commerce, retail, or regulated industries.
• High empathy and strong verbal and written communication abilities.
• Ability to explain complex subjects clearly and calmly under pressure.
• Comfort handling sensitive matters such as compliance checks, verification, or complaints.
• Capacity to work autonomously in a fast-paced, international setting.

What the company offers

• A competitive salary with potential for growth.
• A collaborative and dynamic workplace culture.
• Clear pathways for professional development and career advancement.
• Access to top-tier customer support software.
• The chance to influence the future of support operations, including AI and automation initiatives.

About the company

Cryptonow is dedicated to making crypto-asset access secure, compliant, and user-friendly. The company envisions a financial future where digital assets are universally accessible and inclusive. It operates as a financial institute currently undergoing licensing proceedings overseen by the FMA.

• Commitment to simplifying access to crypto-assets through secure and compliant products.
• Vision of a universal, secure, and inclusive financial future for digital assets.
• Operating as a regulated financial institute under FMA supervision.