Manager, Customer Care

Your mission

As the Manager of Customer Support at Bitpanda, your primary responsibility will be to set an inspiring vision and achieve established goals within the Customer Support team. You will lead and further expand this team with a strong sense of ownership and commitment to excellence. Working closely with your peers and leadership, you will contribute to developing and implementing mid- to long-term initiatives aligned with the company's strategic objectives.

What you’ll do

• Lead, grow, and inspire your Customer Care team to excel and deliver exceptional results in a fast-paced, rapidly scaling environment.
• Monitor Support KPIs and team performance metrics daily, promptly addressing any gaps or undesired deviations to ensure continuous improvement.
• Report performance on a weekly, monthly, and quarterly basis, highlighting opportunities or trends to enhance processes and drive growth.
• Optimise Standard Operating Procedures by working closely with team members and leveraging data-driven insights.
• Be a problem solver, demonstrate proactive ownership and timely resolution of issues and incidents, showcasing a strong sense of responsibility and a commitment to delivering exceptional, around-the-clock problem-solving approaches.

Who you are

• Adaptable resilient Leader & Flexible Manager: You have a proven track record of leadership and driving improvements in dynamic, ever-changing environments. You possess exceptional change management skills and the ability to adapt quickly to new situations.
• Doer and Achiever: You have extensive experience establishing support operations and ensuring their continuous maintenance. You are results-oriented and thrive on accomplishing tasks efficiently. Previous experience rolling out chat and phone support for other startups or scale-ups is highly desirable.
• Passion for Bitpanda's Mission: You share a strong passion for Bitpanda's mission and are driven to actively shape the financial services and crypto industry.
• Collaborative Team Player: You have a strong focus on building cross-departmental relationships, and fostering collaboration and teamwork to achieve shared objectives.