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Manager, Customer Care

Bitpanda

Bitpanda

Customer Service
Vienna, Austria
Posted on Thursday, June 6, 2024

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 4 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 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.

What’s in it for you

  • Hybrid-working model with 60-Work From Anywhere days
  • Total compensation package including participation in our Bitpanda stock option plan
  • Competitive benefits programs and policies shaped by our flexibility-first philosophy
  • Exclusive premiums when trading on Bitpanda
  • 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.