Summary

As a Team Lead in Customer Care at Bitpanda, your core mission is to oversee and empower a high-performing team within key customer-focused domains, including Community Engagement, Customer Retention, and Complaints Handling. You will ensure the successful execution of day-to-day operations and strategic initiatives by monitoring workflows, enabling team members, reporting on impact, and collaborating cross-functionally to elevate customer experience standards.

What you’ll do

1. Supervise and support operational execution across three Customer Support domains:
2. Community: Oversee social support activities across platforms, engage moderators, and ensure timely and effective public responses. Regularly coordinate internal alignment for community-led campaigns and events.
3. Customer Retention: Drive performance of onboarding and offboarding retention processes and oversee Proof-of-Funds retention flows while identifying opportunities and patterns for user lifecycle improvement.
4. Complaints: Guide the team in managing and resolving complaints within the Customer Care scope, ensuring adherence to internal standards and regulatory timelines.
5. Monitor Support KPIs and team performance metrics daily, promptly addressing any gaps or undesired deviations to ensure continuous improvement.
6. Report performance on a weekly, monthly, and quarterly basis, conducting quality assurance checks and coaching team members towards consistent support excellence.
7. Optimise Standard Operating Procedures by working closely with team members and leveraging data-driven insights.
8. Participate in or lead side projects, process enhancements, and feedback loops to improve tooling, team workflows, and support quality with a proactive attitude and problem-solving mentality.

Who you are 

1. Experienced Support Lead: Proven track record in high-volume, multilingual environments with a focus on operational excellence. Experience in project management is a plus.
2. Customer-Centric Mindset: Passionate about enhancing the customer journey through data insights and service improvements.
3. Proactive Problem Solver: Skilled at prioritising under pressure and bringing structure to complex challenges, you thrive in dynamic environments and agile operational structures.
4. Empowering Team Leader: Committed to coaching, clarity, and fostering autonomy for team growth and success.
5. Clear Communicator: Effective across all levels—insight sharing, escalation handling, and feedback delivery with intent.

Skills

• Communications Skills
• Leadership
• Problem Solving