Customer Operations Specialist (Medior)

Who Are We

Coinmerce Group is a Dutch-founded European crypto services company consisting of 3 pillars: brokerage, asset management and proprietary trading. Transparency is our core value, and our open-door policy supports collaboration, innovation, and team spirit in our Schiphol-Rijk office. With over 150 talented colleagues, we’re shaping the future of crypto together, are you ready to join us?

What we offer:

Innovative work: be part of a team advancing new technology within the crypto industry

Modern workspace: enjoy our new office located at Schiphol-Rijk

Team events: engage in monthly team events and bonding activities

Commuting & pension: receive commuting allowance and a solid pension plan

Benefits & wellness: 25 vacation days, monthly chair massages, and access to our company gym and Alleo benefit program

Extra perks: A €250 home-office setup budget after completing your probation period.

Yearly learning and development budget of €2.000

About The Role

As a Medior Customer Operations Specialist at Coinmerce, you’ll be a key player in our support team, bridging the gap between customers and our platform. You’ll handle more complex inquiries, offer guidance to junior team members, and contribute to improving our support processes.

This role is ideal for someone with a few years of customer service experience who thrives in a fast-paced, tech-savvy environment. If you're passionate about crypto and love solving problems, you'll feel right at home here.

Responsibilities

• You bring 1–3 years of experience in customer support, preferably in fintech, crypto, or a tech-driven environment.
• Previous exposure to or interest in cryptocurrency is a strong plus.
• You are fluent in Dutch and English—German is a bonus!
• You communicate clearly and confidently, both written and verbal.
• You’re team-oriented, proactive, and customer-obsessed.
• You're comfortable working flexible hours, including weekends when needed.
• You enjoy a dynamic work environment and want to grow within a scaling company.
• Handle advanced customer inquiries via email, live chat, and phone with speed and professionalism.
• Help customers with account issues, transactions, and security-related questions.
• Educate users on how to use the platform efficiently and securely.
• Identify trends and pain points, and help improve support workflows.
• Collaborate closely with Compliance, Product, and Tech teams to report issues and suggest improvements.
• Assist in onboarding and mentoring junior team members.
• Actively contribute to internal knowledge base and process documentation.What you bring
• You have MBO level 4 or HBO work and thinking level.