Team Lead, Customer Care

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 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

• Supervise and support operational execution across three Customer Support domains:
• 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.
• 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.
• Complaints: Guide the team in managing and resolving complaints within the Customer Care scope, ensuring adherence to internal standards and regulatory timelines.
• 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, conducting quality assurance checks and coaching team members towards consistent support excellence.
• Optimise Standard Operating Procedures by working closely with team members and leveraging data-driven insights.
• 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 

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

What’s in it for you

• Hybrid-working model with 60-Work From Anywhere days*
• Competitive total compensation package including participation in our stock option plan
• Market-leading benefits programs and policies shaped by our flexibility-first philosophy*
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand

And, above all, 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).