tl;dr

• Lead Customer Care @ Bitstack to help us build a bitcoin-native neobank
• Competitive salary + equity
• Full-time position
• Paris-based (Station F) but remote-friendly

About the role 👋

Bitstack’s customer care team is focused on providing outstanding service to our users and creating the future vision of how we’ll serve customers.

What you’ll do

• Be the first point of contact for our customers and ensure excellent customer experience
• Drive improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond
• Develop and manage the metrics to measure the growth, performance and impact of the team
• Set up and treat the Customer Care operation as a product, innovating, experimeting and iterating on the customer experience
• Work closely with Product on an ongoing basis to gather and synthesize relevant data and suggest improvements to the product experience
• Be the guardian of our tone of voice : we are transparent, inclusive and accessible
• Improve our FAQs and internal knowledge base

Company benefits ☀️

• Location: Paris (Station F) or Remote
• Competitive package & meaningful equity grant
• Medical insurance with Alan Blue (100% employer contribution)
• Bitstack Plus for free & exclusive swag
• Monthly team activities & yearly offsites

Skills we are excited about ⭐

We are looking for people that are genuinely friendly and ambitious.

• Experienced - 3+ years of relevant CS operations work, ideally within a fintech or tech environment, with product/project management experience
• Bilingual - Excellent written and verbal communication skills in both French and English
• Caring and Empathetic - you are attentive to understanding our customers’ issues or concerns and have a passion for ensuring an outstanding customer experience
• Leader & Team player - you are humble, open to challenge, and like to help others grow with the ability to effectively influence and communicate cross-functionally
• Owner mentality - You like to take initiative and find new creative solutions to problems with expertise in balancing and articulating trade-offs
• Perpetual learner - You are excited about talking to users, partners, learning about personal finance and Bitcoin in general

Bonus points 📈

• You are passionate about Bitcoin & personal finance
• You want to work in a fast-paced, high-growth startup environment

Hiring process ⚙️

1. Call with our CEO
2. A test task that is similar to tasks you would do on a daily basis
3. Meet the rest of the team
4. Decision time!

How to apply ❓

Tell us why you want to join Bitstack and why you generally care about the problem we’re solving. Share with us what excites you, what you’ve built in the past, and how you envision your role at Bitstack.