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Customer Operations



Customer Service, Sales & Business Development, Operations
Posted on Friday, June 2, 2023

Customer Operations

Round-Up: Full-time Customer Operations position. Remote-friendly position in the EU. The customer experience at Donut is praised as one of the best in the industry. We are proud of this. You will have a chance to own this part of the business and elevate this experience to higher heights. We offer a competitive salary + bonus in equity – discussed upon offer.

🤩 We are Donut

Say no to idle money. Have you ever checked your bank and wondered why you earned only 0.1% in interest last year? We're here to change that.
We believe the future is open finance. DeFi makes financial independence possible for all—offering 4-10%+ yields and earning opportunities far superior to traditional banks and institutions.
Our traction is standout. We have 10,000+ users already using Donut and seen 50%+ monthly growth rates since launch.
We've raised $3.8M by the backers of N26. We're backed by amazing FinTech and DeFi investors including Redalpine, InVentures, Robot Ventures (Robert Leshner, CEO Compound), Tiny VC, Entrepreneur First, and individuals behind the Washington Nationals baseball team.

🎪 The role

You'll have the chance to wear many hats and get a 360-degree view of the company
The role will be split: 70% of your time will be spent on customer operations and 30% will be spent on business operations
You will be working closely with our CEO to run parts of the day-to-day operations and help optimize processes where you see fit
The core function is to grow Donut and its products by answering customer queries via our chat platform on Intercom and collecting feedback and insights
You'll be working closely with our Product team to help draw insights from customer feedback to improve the product
You will also be maintaining and growing our Virtual Help Center to empower our community to easily find answers to their frequently asked questions
You will be interacting with our community of users to get an understanding of the real-world challenges they are facing as they use our application

🙌 About you

This is a remote-friendly position in the EU (CET +/- 2 hours) with some visits to our HQ in Berlin
Self-starting: you will be onboarded virtually via Zoom and Notion or join us in our HQ in Berlin. Entirely up to you – we are flexible 💪
Customer-centric: You must be motivated to solve customer issues and have empathy when dealing with sensitive situations
Exceptional written and communication skills in English
Tech-savvy: you will need to learn new cutting-edge systems and software to quickly look into user issues daily
Strong time manager: you will be required to independently juggle multiple priorities across being responsive to customers, building your understanding of the product, and interacting with the team in Europe and the US
Experience with searching in databases and writing simple SQL is a plus
A strong interest for DeFi and the crypto industry is preferred

🌻 Our offer

We offer a competitive salary + bonus in equity – discussed upon offer
Everyone at Donut is an owner, we believe this is the way we can all win
Full-time contract

🌈 You belong here

As long as you’re fun to be around (and got the technical chops of course), we want to work with you; whatever skin-color, sexual orientation, gender, culture or religion
Everyone is encouraged to bring their authentic self to work which also means you’re encouraged to share as much (or as little) about your personal life as you want
If you don't have a degree, that's awesome. We believe what you've worked on and achieved is way more important

👍 The perks

Our team is standout: here, you'll get to work with a brilliantly forward-thinking team every day
We have a flexible remote work policy, so if you need to work from home that's cool. We try to meet up every few weeks to maintain that personal touch
The tools you need to do your job: your choice of laptop and a WeWork set-up
A chance to grow and increase your responsibilities in one of the most innovative companies in the DeFi and crypto space
And of course, vegan donuts!

👋 How to apply

Send an e-mail with a CV to
In the subject field in the e-mail please write the following: I am the best Customer Operations Manager for Donut 💪
We'll reach out with next steps to the candidates that have followed the guidelines above and that we believe might be a great fit at Donut