N26
Financial Services
CustomerServiceTeamLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Service Team Lead at N26. Skills: Customer service leadership, Social media engagement, Team development. Lead day-to-day operations. Ensure seamless coverage”
What You'll Achieve.
Strengthen customer trust; Enhance service quality; Improve customer experience; Improve internal processes; Deliver against key service metrics; Deliver against business objectives
Industry & Context.
Problem-solving skills; Analytical skills
What They're Looking For.
Must Have
Proven experience leading customer service teams, Proven experience leading social media support teams, Proven experience leading contact centre teams, Experience managing customer escalations, Experience resolving complex customer issues, Experience interpreting management information, Experience interpreting operational metrics, Experience interpreting KPIs, Experience interpreting SLAs, Experience working within regulated environments, Experience adhering to compliance requirements, Experience adhering to risk management requirements, Fluent English communication skills
Nice to Have
Experience within fintech, Experience within banking, Experience within financial services, Experience within highly regulated industries, Knowledge of workforce management, Knowledge of capacity planning, Knowledge of intraday performance management, Experience leading social media customer support operations, Experience with Sprinklr, Experience with social engagement tools, Experience contributing to customer experience transformation, Experience contributing to process improvement, Experience contributing to operational excellence initiatives, Additional European languages
What You'll Do.
Lead day-to-day operations
Ensure seamless coverage
Deliver exceptional customer service
Foster a customer-first culture
Ensure customer interactions reflect empathy
Ensure customer interactions reflect professionalism
Maintain consistent customer experience
Manage team performance
Conduct regular coaching
Conduct performance reviews
Plan career development
Provide ongoing feedback
Drive team engagement
Cultivate positive team environment
Cultivate inclusive team environment
Cultivate high-performing team environment
Monitor operational performance
Oversee resource allocation
Oversee SLA performance
Identify opportunities for improvement
Ensure compliance with regulatory requirements
Ensure compliance with compliance requirements
Ensure compliance with risk management requirements
Act as escalation point
Support team in delivering resolutions
Collaborate with internal stakeholders
Share customer feedback effectively
Translate customer feedback into improvements
Build relationships with stakeholders
Maintain relationships with stakeholders
Serve as trusted point of contact
Identify development opportunities
Maintain service excellence
Ensure training programs align with needs
Support operational planning
Support process enhancements
Support strategic initiatives
Contribute to cross-functional projects
Contribute to business initiatives
Identify emerging customer trends
Identify emerging risks
Identify social media insights
Use data-driven recommendations
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Quality Assurance teams; Training teams; Operations teams; Product teams; Compliance teams; Risk teams; Marketing teams; Customer Service teams
Communication Scope
Interpersonal skills; Motivate stakeholders; Influence stakeholders; Engage stakeholders
Full Job Description
About the opportunity We are looking for an experienced and people-focused Social Media Customer Support Team Lead to join our Customer Service organisation. In this role, you will lead a team of Customer Service Senior Specialists responsible for delivering exceptional customer support across our social media channels, ensuring every customer interaction reflects our commitment to providing a seamless, customer-first banking experience. As a Team Lead, you will play a key role in driving operational excellence, maintaining high service standards, and fostering a culture of accountability, collaboration, and continuous improvement. You will be responsible for managing team performance, supporting employee development, and ensuring customer enquiries and complex cases are handled with empathy, efficiency, and professionalism. Working closely with cross-functional stakeholders, including Quality, Training, Operations, Product, Compliance, and Risk teams, you will help translate customer feedback into meaningful insights that improve both the customer experience and our internal processes. Through data-driven decision making, workforce management, and performance analysis, you will ensure your team consistently delivers against key service metrics and business objectives. This is an exciting opportunity for a customer-centric leader who is passionate about social media engagement, people development, and creating outstanding customer experiences at scale. Your work will directly contribute to strengthening customer trust, enhancing service quality, and supporting N26's mission to build the bank people love to use. In this role, you will: Lead the day-to-day operations of the Social Media Customer Support team, ensuring seamless coverage across relevant opening hours, Monday to Friday from 9 am to 6 pm, and delivering exceptional customer service through public and private social channels. Foster a customer-first culture, ensuring every customer interaction reflects emp
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