Team Lead, Customer Care

Lead the Customer Care team at BitPanda, focusing on Community, Retention, and Complaints.

Drive strategic improvements and enhance customer experience.

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.

## What you'll do

• •Lead and develop a high-performing team across Community, Retention, and Complaints domains.
• •Monitor key metrics and drive strategic improvements to hit target CSAT and NPS levels.
• •Refine processes, workflows, and support tools through cross-functional collaboration.
• •Oversee social media support channels for prompt public responses and high-quality resolution.
• •Proactively identify performance gaps and drive initiatives to enhance customer experience.

• •Track record of leading Customer Support teams in high-volume or rapidly scaling environments.
• •Strong sense of ownership over domain, taking full responsibility for performance and outcomes.
• •Hands-on, proactive leader with a problem-solving mindset.
• •Strong communicator and collaborator, passionate about raising the bar for customer experience.