Senior Manager, Customer Care

Wien, Wien, Österreich

Who we are

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, Bitpanda helps people build their financial freedom. The platform enables users to invest in cryptocurrencies, crypto indices, stocks, precious metals and commodities. Headquartered in Austria and operating across Europe, Bitpanda serves more than 7 million customers.

Your mission

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 the 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 the support infrastructure not only scales but prospers as Bitpanda redefines the financial landscape.

What you’ll do

• 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.
• Strategic Support Expert: You possess a deep-rooted understanding of how to thrive in 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.

Who you are

• Experienced leader of leaders with 5-7+ years of large-scale leadership experience and a proven track record of managing managers.
• Operational excellence architect with extensive experience building and maturing support operations.
• Strategic support expert with a deep-rooted understanding of customer support and high technical and operational sophistication.
• Mission-driven owner with accountability and passion for Bitpanda’s mission.
• Collaborative systems thinker who excels at building cross-departmental alliances and aligning operational goals with the broader company vision.

What’s in it for you

• Flexibility to work where you thrive with a hybrid working model and an additional 25 days per year to work from a city or country of your choice.
• Competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in the stock option plan.
• Confidential coaching, counselling, and mental health resources through OpenUP.
• Extra time off with 3 additional days off in 2026.
• Unlimited access to Udemy’s library of online courses.
• Discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel.
• Additional 8 weeks of gender-neutral new parent leave.
• Free onsite dining in Vienna, Bucharest, Barcelona, and Berlin.
• Recognition and rewards for tenure at Bitpanda.
• Access to Bitpanda-branded merchandise and gear.
• Company events, from the Winter Party in Vienna to gatherings worldwide.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect.

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