Senior Customer Support Specialist

**About Us**:
Cryptonow Austria is a core subsidiary of the Cryptonow Group, specializing in regulated digital asset services across Austria 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 will operate as a financial institute—currently in active licensing proceedings overseen by the FMA (Financial Market Authority)—, ensuring compliance with the highest EU regulatory standards. The company maintains compliance standards to ensure operational integrity, safeguard client interests, and uphold the highest levels of financial governance.
**Role Overview**:
At Cryptonow, we make crypto simple and accessible — for everyone. As we expand our reach across Europe, we’re looking for a Senior Customer Support Specialist who brings not just experience, but passion for helping people and improving service processes. This is not a “read the script” role. You’ll be actively shaping how we support our customers — from individual gift card users to crypto investors — across multiple markets. You’ll handle complex cases, build scalable support processes, and become a key interface between our users and internal teams like Product, Compliance, and Engineering. If you're looking to grow into a team-leading or operational role, this is a great next step.
**Key Responsibilities**:

- Handle escalated or complex customer inquiries and collaborate with Compliance, Product and Tech teams to find solutions.
- Write and improve Help Center content, contribute to the training of our AI chatbot, and develop internal support documentation.
- Monitor recurring customer issues and help us improve support flows, tooling and automation.
- Actively contribute to our EU market expansion — especially in Germany, Austria, Belgium and the Netherlands.
- Represent the voice of the customer and proactively share feedback with internal teams.

**Qualifications**:

- 3+ years of experience in a customer support or customer operations role, ideally in fintech, e-commerce or retail
- Excellent written and spoken communication skills in German and English
- French or Dutch skills are a strong advantage
- Hands-on experience with support platforms such as Intercom, Zendesk or Freshdesk
- Strong problem-solving skills and the ability to explain complex topics clearly
- Comfortable working independently and handling sensitive topics such as compliance, verification or complaints
- Bonus: Experience with crypto, KYC/AML topics or regulated financial environments

**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.

If you are a dedicated compliance professional with a background in customer support and regulatory compliance, and you 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