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.