Senior Manager, Customer Care

#### 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 7 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!

As the Senior Manager of Customer Care at Bitpanda, your mission is to lead a multi-layered organization 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.

#### What you’ll do

• Drive the evolution of the Customer Care organization 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. 


• Analyze and report on organizational health at a granular and executive level, utilizing data to forecast trends and pioneer strategic shifts in our support delivery. 


• Refine and industrialize 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.

• Experienced Leader of Leaders: You bring 5-7+ years of large-scale leadership experience with a proven track record of managing managers . You understand the nuances of scaling complex support organizations and excel at coaching other leaders to drive performance and talent development. 


• Operational Excellence Architect: You are a "doer" who thinks in systems. You have extensive experience building and maturing support operations, ensuring they are not just maintained, but optimized for maximum efficiency and long-term prosperity. 


• B2C Support Expert: You possess a deep-rooted understanding of how to thrive in B2C customer support. You bring a high degree of technical and operational sophistication, acting as a proactive force who anticipates needs rather than just reacting to tickets. 


• Mission-Driven Owner: You possess an unwavering sense of accountability and a passion for Bitpanda’s mission. You are eager to take full ownership of your domain and proactively shape the future of the crypto and financial services industry. 


• Collaborative Systems Thinker: You excel at building cross-departmental alliances, aligning your team’s operational goals with the broader company vision to achieve seamless, end-to-end excellence.

• 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 – On top of your standard annual leave, Prioritise your wellbeing with 3 additional days of paid time off to rest, reset, and recharge, available once you’ve been with us for 6 months.


• 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

Above all, you will have 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.

##### * These benefits may be adjusted at Bitpanda’s discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).