Senior Manager, Customer Care
Description
As the Senior Manager of Customer Care at Bitpanda, your mission is to lead a multi-layered organisation by managing and mentoring a team of managers to achieve world-class results. You will serve as a strategic architect of our support ecosystem, fostering a culture of high ownership and proactive problem-solving. Working closely with senior leadership, you will translate high-level business objectives into operational excellence, ensuring our support infrastructure not only scales but prospers as we redefine the financial landscape.
Responsibilities
- Drive the evolution of the Customer Care organisation by leading leaders, ensuring high performance and professional growth across all management levels in a scaling environment.
- Champion operational excellence by auditing support KPIs daily, identifying systemic bottlenecks, and implementing proactive solutions before they impact the user experience.
- Analyse and report on organisational health at a granular and executive level, utilising data to forecast trends and pioneer strategic shifts in our support delivery.
- Refine and industrialise Standard Operating Procedures, leveraging your deep expertise in support scalability to ensure lean, efficient, and high-quality workflows.
- Act as a high-stakes owner of the support function, anticipating potential service disruptions and deploying rapid, decisive resolutions with a relentless commitment to stability.
Requirements
- 5-7+ years of large-scale leadership experience with a proven track record of managing managers (required)
- Extensive experience building and maturing support operations, ensuring they are optimized for maximum efficiency and long-term prosperity (required)
- Deep understanding of how to thrive in customer support, with a high degree of technical and operational sophistication (required)
- Unwavering sense of accountability and a passion for Bitpanda’s mission (required)
- Ability to build cross-departmental alliances, aligning operational goals with the broader company vision (required)
Benefits
- 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 lifestyle, wellness, tech, and travel.
- Support during life milestones – Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family.
- Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long.
- Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
- Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent.
- Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to gatherings worldwide, fostering fun, connection, and celebration.
