Senior Manager, Customer Care

Bitpanda
Vienna
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Change management","Collaboration","Problem-solving","Communication"]

Lead and scale the Customer Care team to deliver exceptional, around-the-clock support in a fast-growing fintech environment. Set a clear vision, drive mid- to long-term initiatives aligned with Bitpanda’s strategy, and collaborate across departments to optimize processes, KPIs, and incident resolution. Manage a high-performing, cross-functional team in a hybrid working model while championing customer outcomes and operational excellence.

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FursaFursa
Bitpanda
Bitpanda
4 months ago

Senior Manager, Customer Care

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead and scale the Customer Care team to deliver exceptional, around-the-clock support in a fast-growing fintech environment. Set a clear vision, drive mid- to long-term initiatives aligned with Bitpanda’s strategy, and collaborate across departments to optimize processes, KPIs, and incident resolution. Manage a high-performing, cross-functional team in a hybrid working model while championing customer outcomes and operational excellence.
Location: Vienna
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •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.

Pay and Benefits

Perks:Remote WorkEquityLearning BudgetHome Office

Key Requirements

  • •Extensive experience establishing and maintaining customer support operations.
  • •Experience rolling out chat and phone support for startups or scaleups.
  • •Strong change management skills and the ability to adapt quickly to dynamic environments.
  • •Proven track record of building cross-department collaboration to achieve shared objectives.
  • •Results-oriented with a proven ability to thrive in fast-paced, scaling environments.
Experience:FintechCryptocurrencySaaS
Skills:LeadershipChange managementCollaborationProblem-solvingCommunication
Languages:English

Company Brief

Bitpanda
Bitpanda is a Vienna-based fintech platform that enables users to buy, sell and invest in cryptocurrencies, stocks, ETFs and other digital assets via a retail-friendly app and brokerage services.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: Vienna, Austria
Founded: 2014
WebsiteLinkedIn