Team Lead, Customer Care

Описание вакансии

Who we are

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks\, precious metals and commodities\ they want — with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 6 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.

Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your mission

As Customer Care Team Lead, you’ll own the strategy and execution for critical domains like Community, Retention, and Complaints. You’re a high-impact leader who thrives in fast-paced environments, leaning in to solve complex challenges while coaching a top-tier team to excellence. By leveraging data and driving continuous process improvements, you won’t just manage operations - you’ll actively raise the bar for how we support, engage, and retain our customers.

What you’ll do

• Team leadership & development: Lead and develop a high-performing team across Community, Retention, and Complaints domains to ensure operational excellence.
• Performance & sentiment management: Monitor key metrics and drive strategic improvements to hit target CSAT and NPS levels consistently.
• Operational optimisation: Continuously refine processes, workflows, and support tools through cross-functional collaboration and project contributions.
• Social media & reputation management: Oversee social media support channels to ensure prompt public responses and high-quality resolution of escalations.
• Strategic problem solving: Proactively identify performance gaps and drive initiatives to enhance the overall customer experience and support quality.

Who you are

• 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.

What’s in it for you

• 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.
• 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.
• Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP.
• Time to recharge – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing.
• 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.
• 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.
• Create a productive workspace at home – Set up your home office exactly how you want it with a dedicated budget for comfort and productivity.
• 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.
• Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
• Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent.
• 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

       .…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).*