Senior Manager, Customer Care
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.
- 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.
- 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)
- 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.
Bitpanda is on a mission to reinvent the world of finance and bring investing closer to everyone, everywhere. Today’s financial ecosystem is complex, exclusive and expensive, and we’re here to change this as the #1 investment platform in Europe and beyond. Our platform is rooted in the belief that investing should be safe, easy and accessible to all. With Bitpanda, everyone has the freedom and flexibility to invest in what they believe in — commission-free stocks, cryptocurrencies or even precious metals — starting from as little as $1. Our story started in 2014 with our founders, Eric Demuth, Paul Klanschek, and Christian Trummer. Since then, we’ve grown to a powerful and diverse team of over 550 people who represent more than 50 nationalities. Headquartered in Vienna, we’re proud to be Austria’s first unicorn and one of the fastest-growing fintechs in Europe. Our innovative technology serves over 5 million users and operates across multiple hub locations. Our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. 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.
