Senior Manager 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 the Senior Manager of Customer Care  at Bitpanda, your primary responsibility will be to set an inspiring vision and achieve established goals within the Customer Care / 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

Experienced People Leader: You have 3+ years of leadership experience, managing and scaling support teams with a focus on performance, coaching, and development. Multi-channel Operator: You have hands-on experience managing live chat, phone/call center, ticketing/email, and complaints, ensuring smooth operations and consistent KPI delivery. Data-driven & Hands-on Executor: You actively track operational KPIs, identify gaps, and drive improvements with a strong execution mindset. Builder in Scaling Environments: You have worked in startup or scaleup environments, improving processes or launching new support channels, and are comfortable operating in change-heavy environments. Collaborative & Customer-focused Leader: You partner effectively across functions and care about customer experience (CSAT, Trustpilot, retention) and Bitpanda’s mission.

What’s in it for you

Flexibility to work where you thrive – Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice. Reward for your impact – Receive a competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan. Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP. Time to recharge – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing. Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace. Exclusive perks and rewards – Enjoy discounts, rewards, and perks from partners worldwide across life>

.…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.   Above all, you will have 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).

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