Careers at Bitsafe

To join its international team in Amsterdam, Bitsafe is seeking to hire a

Customer Support Specialist (m/f)

(32-40 hours per week)

Bitsafe is the new name for Freenom and Verotel, two disruptive brands in the transactional online business space. Freenom is the world's second largest domain registration provider with over 35 million active internet domains registered. Verotel is a registered Electronic Money Institution processing millions of credit card transactions. Bitsafe brings these two brands together into a new service: a Bitsafe Basic Payment Account. Offering a “discreet account”, Bitsafe provides a Bitsafe IBAN, allowing account holders to take part of SEPA transactions and hold domain names and other digital assets. Purchases and ATM withdrawals can be made with the Bitsafe Debit Card.

Bitsafe has a broad variety of customers, from IP Agencies that represent Fortune 500 companies, to individuals buying products and services online, to online adult entertainment merchants located anywhere in the world. All these customers can have different questions and problems, which need to be identified as soon as they are received. Bitsafe also communicates with trademark agencies and authorities, who may report abusive use of the registered domains.

The Customer Support Specialist role is an ever-changing and challenging position: The registrants, cardholders and merchants ultimately determine what kind of cases and issues you will handle. You will be working closely with the operational and management teams.

Please note that as part of our services we provide payment solutions to high-risk businesses, this includes online adult entertainment websites. This means that you need to feel comfortable with adult content and interacting with the people who run those online businesses.

Your responsibilities will be:

  • Provide excellent customer support services to Bitsafe's customers by phone, email, social media or through other channels;

  • Handle incoming phone calls;

  • Utilize a CRM and support tools and systems;

  • Escalate issues that cannot be resolved quickly and spot broader trends in support requests;

  • Process refund requests and chargebacks;

  • Process domain abuse and copyright infringement issues;

  • Ensure customer satisfaction through end-to-end management of each service request by maintaining ticket status, periodic review of service requests with reference to escalation timeframe and timely closure. Ensure follow-up with customer until issue is resolved;

  • Demonstrate customer relationship skills and maintain a positive company image during all interactions with customers.

The ideal candidate:

  • Is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with Bitsafe's engineering teams and management;

  • Has experience in technical support, including help desk and/or customer call center environment; previous experience in a high-tech environment;

  • Has the ability to troubleshoot problems, research and find answers to consumer questions;

  • Has a Bachelors degree;

  • Has an affinity and passion for new internet technology;

  • Has an excellent level of verbal and written English;

  • Must be a team player who also works well independently;

  • Must have ability to assess and provide proactive advice or solutions;

  • Will thrive in a small business environment;

  • Has a residency and work permit in the Netherlands.

Bonus points for:

  • MBA or Masters degree;

  • Experience in the online, payment, hosting or domain name industry.

What we offer:

  • An international multilingual team in a fast and growing environment;

  • A very competitive salary / pension package;

  • A modern, spacious office in the Houthavens with beautiful view on ‘het IJ’.

Are you a natural born shape shifter who enjoys jumping into multiple types of projects across the company?
Do you enjoy working within a dynamic, informal and entrepreneurial environment? Then jump onboard and apply today!

Please send your motivation letter and resume to our HR department, via: jobs@bitsafe.com

We kindly ask recruitment agencies and headhunters to not come with an offer to find qualified candidates for our vacancies.