Customer Care Specialist (CH & EU), Zug (CH)

About Us:

Cryptonow Austria is a core subsidiary of the Cryptonow Group, specializing in regulated digital asset services across Austria, Switzerland, and the broader European market. Established in 2017, the company is dedicated to simplifying access to crypto-assets through secure, compliant, and user-friendly products and solutions.
The company’s product portfolio includes the unique Cryptonow Brokerage Platform and the widely recognized Cryptonow Crypto Gift Cards—offerings that have established new benchmarks in accessibility and ease of use for crypto-asset transactions.
Cryptonow envisions a financial future where access to digital assets is universal, secure, and inclusive. The company is actively driving this transformation by empowering individuals to participate in the decentralized economy with confidence. Its mission is clear: to unlock the full potential of crypto-assets and embed them as a trusted, regulated, and seamless part of everyday financial life.
Cryptonow Austria operates as a financial institute and is currently in active licensing proceedings overseen by the FMA (Financial Market Authority), ensuring compliance with the highest EU regulatory standards. The company maintains strict compliance standards to safeguard client interests, ensure operational integrity, and uphold the highest levels of financial governance.

Role Overview:

At Cryptonow, we make crypto simple and accessible — for everyone.
As we continue to expand our Customer Care operations across Switzerland and the EU, we are looking for a Customer Care Specialist with strong communication skills, a service-oriented mindset, and the ability to support customers across multiple markets and languages.
This is not a “read-the-script” role. You will actively contribute to how we support our customers — from individual gift card users to crypto investors — across CH and EU markets. You will work closely with internal teams such as Product, Compliance, Operations, and Engineering, handle complex customer cases, and help improve service processes and documentation.
Work location: Vienna (AT) or Zug (CH)

Key Responsibilities:

• Provide high-quality Customer Care via email, live chat, and phone for customers in Switzerland and the EU
• Support customers with topics such as onboarding and account verification, crypto transactions and brokerage-related questions, and gift card usage and activation
• Handle complex or escalated customer inquiries and collaborate closely with Compliance, Product, Operations, and Tech teams
• Document customer interactions and processes using modern ticketing tools (e.g. Intercom)
• Contribute to improving Help Center content, internal documentation, and AI chatbot training
• Identify recurring customer issues and help improve support flows, tooling, and automation
• Represent the voice of the customer and proactively share insights and feedback with internal stakeholders

Qualifications:

• 3+ years of experience in Customer Care, Customer Support, or Customer Operations, ideally in fintech, e-commerce, retail, or a regulated environment
• Excellent written and spoken communication skills in English
• Very good to negotiation-level German skills
• Additionally, one of the following is required: French or Italian: fluent
• Strong written and verbal communication skills with a high level of empathy
• Experience working with support platforms such as Intercom, Zendesk, or similar tools
• Strong problem-solving skills and the ability to explain complex topics clearly and calmly
• Comfortable handling sensitive topics such as compliance, verification, or customer complaints
• Ability to work independently in a fast-paced, international environment

What We Offer:

• A key role in one of Europe’s most exciting crypto fintechs — with real impact from day one
• The opportunity to shape the future of our support operations, including the use of AI and automation tools
• Competitive salary package with room to grow as we scale across Europe
• The opportunity to work with innovative products in the exciting field of crypto and financial services.
• A collaborative and dynamic work environment.
• Opportunities for professional growth and development.
• Access to industry-leading customer support software tools to support your work.

Salary:

• The final annual salary will be determined based on the candidate’s experience and qualifications.

If you are a dedicated customer support professional and are excited about the opportunity to support our team, we would love to hear from you. Join us on our journey to reshape the future of financial services in Europe.

We kindly note that applications must meet the stated requirements to be considered.