Customer Service Team Lead

About the role

We are seeking an experienced, people‑focused leader to head our Social Media Customer Support team. The Team Lead will oversee a group of Senior Specialists who handle customer enquiries on public and private social channels, ensuring every interaction reflects N26’s commitment to a seamless, customer‑first banking experience.

Key responsibilities

• Manage day‑to‑day operations of the Social Media Support team, guaranteeing coverage Monday‑Friday, 9 am‑6 pm.
• Coach, mentor and develop Senior Specialists through regular feedback, performance reviews and career planning.
• Monitor operational metrics (volume, productivity, adherence, KPIs, SLA) and use data‑driven analysis to identify improvement opportunities.
• Act as escalation point for complex cases, ensuring timely, empathetic resolutions.
• Collaborate with Quality, Training, Operations, Product, Compliance and Risk teams to translate customer feedback into actionable insights.
• Ensure all processes comply with regulatory, compliance and risk requirements.

Required profile

• Proven experience leading a customer‑service team, preferably in a social‑media environment.
• Strong people‑management skills with a focus on coaching and development.
• Excellent communication and stakeholder‑management abilities.
• Analytical mindset with experience interpreting performance data.
• Commitment to delivering high‑quality, compliant customer experiences.

Required skills