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Customer Support QA Team Lead

Customer Support QA Team Lead

Who we are

Bitpanda is on a mission to reinvent the world of finance and bring investing closer to everyone, everywhere. Today's financial ecosystem is complex, exclusive and expensive, and we're here to change this as the #1 investment platform in Europe and beyond. Our platform is rooted in the belief that investing should be safe, easy and accessible to all. With Bitpanda, everyone has the freedom and flexibility to invest in what they believe in - commission-free stocks, cryptocurrencies or even precious metals - starting from as little as $1.

Our story started in 2014 with our founders, Eric Demuth, Paul Klanschek and Christian Trummer. Since then, we've grown to a powerful and diverse team of almost 1,000 people who represent more than 50 nationalities. Headquartered in Vienna, we're proud to be Austria's first unicorn and one of the fastest-growing fintechs in Europe. Our innovative technology serves over 3.5 million users and operates across multiple hub locations. Our products are built by fast-moving, talented, "roll-up-your-sleeves-and-make-it-happen" kind of people. If you're someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let's go!

Your mission

As the QA Team Lead, you'll be setting the direction and providing leadership to a team of Quality Assurance Specialists in Customer Support. The team's primary goal is to identify improvement opportunities and implement measures in how we interact with our users. You'll help guide the team to success through a combination of direct coaching, implementing new systems and statistical analysis.

What you'll do
* Responsible for the leadership and development of our Customer Support Quality Assurance team whilst fostering a strong team culture.
* Monitor and analyse KPIs, build a strong feedback loop with Training & CS leads, and subsequently plan and implement solutions to improve our quality of delivery and ensure best-in-class service.
* Review QA metrics for individual, workflow, and team-level adherence to processes and perform routine qualitative and quantitative analysis of QA performance and act as an advisor to management on quality risks and performance.
* Utilise and implement additional tools which help aggregate, prioritise and communicate to other stakeholders the top QA issues impacting the customer experiences.
* Lead initiatives with other teams (e.g. Compliance, Operations, product teams) to manage the operational impact of changes and identify opportunities to improve customer experience, increase automation and improve operational efficiencies.

Who you are
* Prior experience as a QA Lead within a Customer Support environment
* Proven analytical and problem-solving skills
* Knowledge of QA tools and methodologies
* Ability to lead and coach others
* Well-developed organizational and time management skills

What's in it for you
* Flexibility-first approach to work including:

* Unlimited fully-paid annual leave
* Recharge Breaks
* 20 weeks gender-neutral Parent Leave

Hybrid working model
* 60 days Work From Anywhere
* €500 Work from Home budget

An attractive individual stock option plan* in a high growth company, and a competitive salary
* Our stock option plan is available to all permanent employees

Exclusive premiums when trading on Bitpanda

Occasional company-wide and team events - both in-person and virtually!

Learning & development opportunities

Top-notch "tech pack" your choice between PC or Mac.

A brand new, optimised-for-hybrid-working, HQ office located in Vienna's fintech hub (in the second district) as well as local office location hotspots in Berlin, London, Madrid, Barcelona and Milan (to name just a few!)

Bitpanda sustainable merch to keep you swagged out and living the Bitpanda brand

A global Bitpanda team of fast-moving, talented, "roll-up-your-sleeves-and-make-it-happen" kind of people who are united (across cultures and time zones) by our unique way of working.

* These benefits do not apply for our internships

And, above all, the opportunity to learn & grow as part of Bitpanda's incredible journey to become Europe's #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.

Vienna, Vienna, Austria

Über dieses Unternehmen

Bitpanda GmbH


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Über diesen Job

Customer Support QA Team Lead



Qualitätsmanagement | Qualitätssicherung

Praktikum, Vollzeit



1 Job

Customer Support QA Team Lead

bei Bitpanda GmbH

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