Social Media Customer Service Team Lead

Visa Hunt; Madrid; Presencial; EUR 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fitness & wellness discounts

Language courses

Public transportation benefits

Autonomy with cutting-edge tech

Descripción de la vacante

N26 is seeking an experienced Social Media Customer Support Team Lead in Madrid to guide a team delivering exceptional service across public and private channels. You will drive performance, mentor specialists, and partner with cross-functional teams to translate feedback into process improvements.

The role requires a customer-centric leader with strong communication skills, capable of maintaining high standards while navigating a regulated environment.

Formación

• Proven experience leading contact centre/social media teams.
• Strong understanding of social media care and community management.
• Coaching, mentoring and developing high-performing teams.
• Excellent communication and stakeholder management skills.
• Customer-centric mindset with focus on exceptional experiences.
• Experience handling customer escalations and complex issues.
• Strong analytical skills with MI and KPI interpretation.

Responsabilidades

• Lead day-to-day operations of the Social Media Customer Support team across opening hours.
• Foster a customer-first culture upholding brand values and consistent experience.
• Mentor and develop Senior Specialists through coaching and performance reviews.
• Drive engagement and maintain a high-performing team environment.
• Monitor performance via MI, volumes, resources, KPIs, and SLAs.

Conocimientos

Team leadership

Social media customer care

Coaching & mentoring

Communication & influencing

Customer-centric mindset

Escalation handling

Analytics & MI interpretation

Cross-functional collaboration

Regulatory/compliance awareness

Multi-language ability

Herramientas

CRM systems

Social media management tools

Reporting dashboards

Sprinklr or similar tools

Descripción del empleo

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 empathy, professionalism, and N26’s 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 N26’s 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.

Profile requirements:

• 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.

Nice to have:

• 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.

What’s in it for you:

• Accelerate your career growth by joining one of Europe’s 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.

Who we are:

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

We’ve 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 1,500-strong team of more than 80 nationalities.

Do you see yourself thriving in this role? We’d love to see your application even if you don’t meet 100% of the criteria. You may just be the right fit for this or other roles!

Equal opportunities for all:

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. We’re here to support you!

Discover more about Diversity & Inclusion at N26: https://n26.com/en-eu/diversity-and-inclusion