Customer Care Specialist

About Bitstack
It all started with an idea in 2021. Initially built to democratize Bitcoin in France, Bitstack has gone from a simple product that invests spare change in bitcoin, to a crypto-native bank bringing a better way to save, spend, and grow money to our 300K+ users. We want to rebuild finance from the ground up to empower people to achieve financial freedom by participating in a more open and inclusive financial system. We're a small, ambitious team of operators. We believe in moving fast, sweating the details, and creating products people truly love. At Bitstack, you'll have the opportunity to shape not just our products, but the culture and practices of our entire organization. Bitstack is backed by YC, leading VCs like 13books Capital, Stillmark, Serena, and many more. We are building a product our users love and we are just getting started

The Role
At Bitstack, Customer Care is at the heart of our mission. Our team is the first point of contact for our users, ensuring they have a smooth, supportive, and transparent experience. We don't just answer questions — we help build trust in the product by guiding users through their journey with empathy and clarity.

We work closely with Product, Compliance, and Engineering to continuously improve processes, knowledge, and tools. From resolving individual issues to identifying patterns that inspire product improvements, the Care team plays a strategic role in shaping both the customer experience and the growth of Bitstack.

What You'll Do

• Be the first point of contact for our customers, ensuring an excellent experience across all interactions.
• Drive improvements in customer satisfaction by identifying pain points, understanding support needs, and helping our teams respond effectively.
• Lead key projects that elevate the Care team's excellence (quality, processes, knowledge base, automation/AI, outsourcing…).
• Analyze and manage metrics to measure your growth, performance, and impact.
• Approach Customer Care as a product: innovate, experiment, and iterate to enhance the customer journey.
• Collaborate closely with Product to gather and synthesize data, and propose improvements to the product experience.
• Champion our tone of voice — transparent, inclusive, and accessible.

What We're Looking For

• Experienced – 3+ years of relevant Customer Care operations experience in a fintech or tech environment, with project management exposure, preferably in Quality Assurance.
• Bilingual – Excellent written and verbal communication skills in both French and English, with a third language considered a plus.
• Caring and Empathetic – Attentive to understanding customers' issues or concerns, with a passion for ensuring an outstanding customer experience.
• Leader & Team player – Humble, open to feedback and challenge, eager to help others grow, with the ability to influence and communicate effectively across teams.
• Owner mentality – Take initiative, own your projects, and find creative solutions to problems, with the ability to balance and articulate trade-offs.
• Perpetual learner – Excited to engage with users and partners, and passionate about learning more about personal finance and Bitcoin

Interview Process

• Intro Call (30 min)

A first conversation with Pierre (Head of Customer Care) to get to know you and share more about the role.

• People Team Interview (30 min)

Meet Tom (People) to discuss your motivations and cover logistics.

• Take-Home Task

You'll receive a practical exercise based on real scenarios from our Customer Care team. The goal is to understand your analytical thinking, prioritization, and written communication skills.

• Task Review (60 min)

You'll then present your work during a follow-up discussion with Pierre and a member of the Customer Care team.

• Founders Round (30 min)

A conversation with our founders to align on values, ways of working, and what it's like to build at Bitstack.

Perks & Benefits
Work from our office in Paris (Bourse) or Remote

Flexible working hours

One of the best health insurance plans with 100% employer contributions

Monthly team activities and annual offsites

Swile meal vouchers

Competitive salary based on experience & Bitstack stock options

Diversity & Inclusion
We hire talented and passionate people from all kinds of backgrounds, we don't care about your age or where you studied. If you're excited about the role but your past experience doesn't match every bullet point in the job description, we still encourage you to apply. What matters most is that you're a builder at heart, you share our values, and you're enthusiastic about our mission.