Customer Service Team Lead

Puesto: Customer Service Team Lead )
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.
A Team Lead will drive operational excellence, maintain high service standards, and foster a culture of accountability, collaboration, and continuous improvement. The role involves managing team performance, supporting employee development, and ensuring customer enquiries and complex cases are handled with empathy, efficiency, and professionalism.

Key responsibilities include:

Lead the day-to-day operations of the Social Media Customer Support team, ensuring seamless coverage during opening hours (Monday to Friday, 9am to 6pm) and delivering exceptional service through public and private social channels.
Foster a customer‑first culture that reflects empathy, professionalism, and N26’s brand values while maintaining a consistent experience.
Manage, mentor, and develop a team of Customer Service Senior Specialists through coaching, performance reviews, career development planning, and feedback.
Drive team engagement and cultivate a positive, inclusive, high‑performing environment that supports collaboration, accountability, and continuous improvement.
Monitor operational performance through MI analysis, overseeing volumes, resource allocation, productivity, adherence, KPIs, and SLA performance while proactively identifying opportunities for improvement.
Ensure all interactions and processes comply with regulatory, compliance, and risk management requirements.
Act as an escalation point for complex customer cases, supporting timely, customer‑centric resolutions.
Collaborate closely with internal stakeholders across Customer Service, Product, Operations, Risk, Compliance, and Marketing to share feedback and drive improvements.
Maintain relationships with key internal and external stakeholders and serve as a trusted contact for social media customer service matters.
Partner with Quality Assurance and Training teams to align training programs with evolving needs.
Support the Customer Service Manager with reporting, operational planning, process enhancements, and strategic initiatives.
Contribute to cross‑functional projects and business initiatives that enhance customer satisfaction and operational excellence.
Identify emerging customer trends, risks, and social media insights, using data‑driven recommendations to improve processes and service delivery.
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 engagement.
Demonstrated coaching, mentoring, and development of high‑performing teams.
Excellent communication and interpersonal skills, with the ability to motivate and engage stakeholders at all levels.
Strong customer‑centric mindset with a passion for delivering outstanding experiences.
Experience managing escalations and resolving complex issues effectively.
Strong analytical skills, interpreting MI, operational metrics, KPIs, and SLAs to drive improvements.
Ability to balance operational priorities while maintaining attention to detail and quality.
Experience working within regulated environments and adhering to compliance and risk requirements.
Excellent organisational, planning, and problem‑solving skills; ability to manage multiple priorities.
Proven ability to collaborate across departments and influence outcomes through partnerships.

Experience with customer service platforms, CRM systems, social media tools, and reporting dashboards.
Comfortable working in a dynamic, data‑driven, and continuously evolving environment.
Fluent English (written and verbal); additional European languages considered a plus.
Nice to have   

Experience with in fintech, banking, financial services, or other highly regulated…