Customer Care Specialist (CH & EU), Zug (CH)
$65,000–$80,000 year
On-siteBaar, Zug, Switzerland
Job Summary
Provide high-quality Customer Care via email, live chat, and phone for customers in Switzerland and the EU. Support clients with onboarding, account verification, crypto transactions, and gift card usage while handling complex inquiries and collaborating with Compliance, Product, and Tech teams. Document interactions using ticketing tools like Intercom and contribute to improving Help Center content, internal documentation, and AI chatbot training. Identify recurring issues to enhance support flows and automation. Represent the customer voice by sharing insights with internal stakeholders. This role is based in Vienna (AT) or Zug (CH) within a regulated fintech expanding crypto access across Europe.
Required 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
- 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
Desired Qualifications
- Strong written and verbal communication skills with a high level of empathy
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