CS Specialist (German)

Description

About us Bitget is one of the world's leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com. Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions. We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget! What you'll do Provide high-quality customer support to EU and German-speaking customers through multiple channels, including email and live chat. Handle customer inquiries, complaints, and complex cases, conducting thorough investigations using internal systems and tools, and ensuring all outcomes are accurately documented in designated platforms. Support customers on product, account, and transaction-related issues while adhering to EU regulatory and compliance standards. Collaborate closely with internal teams (e.g. Product, Compliance, Risk, Operations) and external partners to resolve customer issues and improve overall service quality for the EU market. Maintain strong awareness of EU customer expectations, cultural nuances, and se

Responsibilities

• Provide high-quality customer support to EU and German-speaking customers through multiple channels, including email and live chat.
• Handle customer inquiries, complaints, and complex cases, conducting thorough investigations using internal systems and tools, and ensuring all outcomes are accurately documented in designated platforms.
• Support customers on product, account, and transaction-related issues while adhering to EU regulatory and compliance standards.
• Collaborate closely with internal teams (e.g. Product, Compliance, Risk, Operations) and external partners to resolve customer issues and improve overall service quality for the EU market.
• Maintain strong awareness of EU customer expectations, cultural nuances, and service standards to deliver a professional and customer-centric experience.
• Stay up to date with the company’s products, services, and EU market / industry trends to provide accurate and timely support.
• Escalate high-risk, sensitive, or unresolved cases in line with established procedures and the operational escalation matrix.

Requirements

• Diploma or Bachelor’s Degree in any related field.
• Minimum 1 year of customer service experience, preferably supporting EU customers in banking, financial services, fintech, crypto, or other regulated industries.
• Native or fluent German (spoken and written) — mandatory, with strong customer-facing communication skills.
• Good working proficiency in English (spoken and written) for internal communication and documentation.
• Familiarity with EU compliance-driven environments (e.g. KYC, AML, GDPR) is a strong advantage.
• Willingness to work on a rotational schedule to support 24x7 operations, including public holidays as required.
• Strong interpersonal and communication skills, with the ability to handle escalations and challenging customer interactions calmly and professionally.
• Solution-oriented mindset with sound judgment and cost-aware decision-making.