Bitpanda - Team Lead, Customer Care
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• You have a track record of leading Customer Support teams, ideally within high-volume or rapidly scaling environments. • You possess a strong sense of ownership over your domain, taking full responsibility for performance, strategy, and outcomes. • You are a hands-on, proactive leader with a natural problem-solving mindset and the ability to identify gaps before they become issues. • You are energised by dynamic, fast-paced settings where priorities can shift, and you navigate change with ease. • You are a strong communicator and collaborator, passionate about raising the bar for customer experience and empowering your team to do the same.
Responsibilities
• Team leadership & development: Lead and develop a high-performing team across Community, Retention, and Complaints domains to ensure operational excellence. • Team leadership & development: • Performance & sentiment management: Monitor key metrics and drive strategic improvements to hit target CSAT and NPS levels consistently. • Performance & sentiment management: • Operational optimisation: Continuously refine processes, workflows, and support tools through cross-functional collaboration and project contributions. • Operational optimisation: • Strategic problem solving: Proactively identify performance gaps and drive initiatives to enhance the overall customer experience and support quality. • Strategic problem solving:
Benefits
• Flexibility to work where you thrive – Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice. • Flexibility to work where you thrive • Reward for your impact – Receive a competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan. • Reward for your impact • Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP. • Support for your mental wellbeing • Time to recharge – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing. • Time to recharge • Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace. • Continuous learning and growth • Exclusive perks and rewards – Enjoy discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel. • Support during life milestones – Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family. • Support during life milestones • Create a productive workspace at home – Set up your home office exactly how you want it with a dedicated budget for comfort and productivity. • Create a productive workspace at home • Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fuelled and focused all day long. • Fuel and focus on-site • Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda. • Recognition for your contributions • Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent. • Show your Bitpanda pride • Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to summer gatherings worldwide, fostering fun, connection, and celebration • Connect and celebrate with your team • .…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are. • Above all, you will have the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform. • Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills. • These benefits may be adjusted at Bitpanda’s discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).
No credit card. Takes 10 seconds.