Customer Care Team Lead (f/m/d)

Customer Care Team Lead (f/m/d)

locationVienna, Austria
location Customer service

We’re (still) hiring! Due to the ongoing COVID-19 situation, our teams are currently working from home, and we are onboarding new team members remotely. Not sure if now is a good time to change jobs? Then check out our latest blog post “How we shaped our company culture with remote moments that matter”.

Join Bitpanda, Europe’s leading retail broker for buying and selling cryptocurrencies, precious metals and more! Currently, more than two million users are benefitting from our platform. We provide the easiest and fastest access to the world of digital assets. Our goal is to become the #1 neobroker in Europe and to offer our users all the assets they could need for investing, all in one place. Bitpanda just became Austria’s first unicorn start-up, pushing our company’s valuation to $1.2 billion and we have won multiple “Best Startup of the Year” awards. Now, we are accelerating our growth journey and we are looking for you!

Your mission:

As Customer Care Team Lead, you will ensure high quality, smooth and efficient day-to-day operations, as well as this offering you an exciting opportunity to mentor, lead, and grow a supportive and hardworking team.

What you’ll do:

    • Be responsible for the daily service delivery by your team to customers
    • Motivate, steer and manage your team as part of the Support department
    • Translate user needs into new features for all Bitpanda products
    • Set up new processes and shape the future of the Customer Care Team
    • Optimise the user experience and suggest process optimisations
    • Provide workshops for training specific customer support topics (e.g. escalation and complaint management)

What we’re looking for:

    • 3+ years of proven experience with leading a team in a customer success or operations role (e.g. customer support, call center)
    • Knowledge in customer support and operations processes
    • Experience in using several cryptocurrency brokers/exchanges is a plus
    • Excellent writing and communication skills in German and English is required (C2 level), any additional language is a plus

What we offer:

- Competitive salary

- Individual stock option plan

- Exclusive premiums when trading on Bitpanda

- Learning and development budget/possibilities

- Flexible working hours

- Latest hardware

- Lunch and gym discount

- Free company health consultations

- Regular team events and a yearly team trip

- Modern office in Vienna’s fintech hub in the 2nd district

- Interdepartmental "Donut" coffee breaks

- German classes

- Sustainable merch

- And more

Do you like what you are reading and want to find out more? We look forward to meeting you! Please submit your application in English.