Social Media Customer Service Team Lead

We are looking for an experienced and people-focused Social Media Customer Support Team Lead to join our Customer Service 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 N26s mission to build the bank people love to use.

• 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 empathy professionalism and N26s brand values while maintaining a consistent customer experience.
• Manage mentor and develop a team of Customer Service Senior Specialists through regular coaching performance reviews career development planning and ongoing feedback.
• Drive team engagement and cultivate a positive inclusive and high-performing team environment that supports collaboration accountability and continuous improvement.
• Monitor operational performance through management information (MI) analysis overseeing volumes resource allocation productivity adherence KPIs and SLA performance while proactively identifying opportunities for improvement.
• Ensure all customer interactions and processes are conducted in accordance with regulatory compliance and risk management requirements.
• Act as an escalation point for complex customer cases supporting the team in delivering effective timely and customer-centric resolutions.
• Collaborate closely with internal stakeholders across Customer Service Product Operations Risk Compliance and Marketing to ensure customer feedback is effectively shared and translated into meaningful improvements.
• Build and maintain strong relationships with key internal and external stakeholders serving as a trusted point of contact for social media customer service matters.
• Partner with Quality Assurance and Training teams to identify development opportunities maintain service excellence and ensure training programs align with evolving customer and business needs.
• Support the Customer Service Manager with reporting operational planning process enhancements and strategic initiatives aimed at improving customer experience and team performance.
• Contribute to cross-functional projects and business initiatives that support N26s strategic priorities customer satisfaction goals and operational excellence objectives.
• Identify emerging customer trends risks and social media insights using data-driven recommendations to enhance processes service delivery and the overall customer experience.

• Proven experience leading customer service social media support or contact centre teams in a fast-paced environment.
• Strong understanding of social media customer care community management and digital customer engagement.
• Demonstrated experience coaching mentoring and developing high-performing teams.
• Excellent communication and interpersonal skills with the ability to motivate influence and engage stakeholders at all levels.
• Strong customer-centric mindset with a passion for delivering outstanding customer experiences.
• Experience managing customer escalations and resolving complex customer issues effectively.
• Strong analytical skills with experience interpreting management information operational metrics KPIs and SLAs to drive performance improvements.
• Ability to balance operational priorities while maintaining attention to detail and service quality.
• Experience working within regulated environments and adhering to compliance and risk management requirements.
• Strong organisational planning and problem-solving skills with the ability to manage multiple priorities simultaneously.
• Proven ability to collaborate effectively across departments and influence positive outcomes through cross-functional partnerships.
• Experience with customer service platforms CRM systems social media management tools and reporting dashboards.
• Comfortable working in a dynamic data-driven and continuously evolving environment.
• Fluent English communication skills both written and verbal; additional European languages are considered a plus.

• Experience within fintech banking financial services or other highly regulated industries.
• Knowledge of workforce management capacity planning and intraday performance management.
• Experience leading social media customer support operations using platforms such as Sprinklr or similar social engagement tools.
• Experience contributing to customer experience transformation process improvement or operational excellence initiatives.

• Accelerate your career growth by joining one of Europes most talked about disruptors
• Employee benefits include discounts to fitness & wellness memberships language courses public transportation and more.
• A Premium N26 bank account. As well as subscriptions for friends and family members.
• Varying vacation days depending on your location of work and duration of your internship.
• A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities life experiences and backgrounds.

N26 has reimagined banking for todays digital world. Technology and design empower everything we do and its how we are building the global banking platform the world loves to use.

Weve eliminated physical branches paperwork and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.

We are headquartered in Berlin with offices in multiple cities across Europe including Vienna and Barcelona and a 1500-strong team of more than 80 nationalities.

Do you see yourself thriving in this role Wed love to see your application even if you dont meet 100% of the criteria. You may just be the right fit for this or other roles!

At N26 we believe our strength lies in our people and the varied perspectives they bring. We strive to build diverse teams that drive innovation and business success. We actively seek talent from all backgrounds and welcome applications from all genders cultures sexual orientations abilities neurodiversities and ages.

We are committed to providing an excellent and accessible candidate experience. If you require any accommodations to make this process work for you please let us know. Were here to support you!

Discover more about Diversity & Inclusion at N26: