Social Media CX Lead for Fintech Support

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

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.