Social Media Customer Service Team Lead

N26 is hiring a Social Media Customer Service Team Lead in Madrid to head a team of Senior Specialists who shape how customers experience our banking brand across social channels. If you thrive on coaching people, raising service standards, and turning conversations into trust, this full-time role is for you.

About the Role

As Social Media Customer Service Team Lead at N26 in Madrid, you will own the day-to-day running of our social support operation, with coverage Monday to Friday from 9 am to 6 pm. You'll guide your team across both public and private social channels, championing a customer-first mindset while consistently meeting service metrics and business goals through data-led decisions.

Key Responsibilities

• Direct daily social media support operations, ensuring smooth channel coverage and a consistently empathetic, professional customer experience.
• Coach, mentor, and grow a team of Customer Service Senior Specialists through regular feedback, performance reviews, and career development planning.
• Build an inclusive, accountable, high-performing culture rooted in collaboration and continuous improvement.
• Track operational health using management information — volumes, productivity, adherence, KPIs, and SLAs — and act on opportunities to improve.
• Serve as the escalation point for complex cases, helping the team resolve issues quickly and with care.
• Ensure every interaction meets regulatory, compliance, and risk requirements.
• Partner with Product, Operations, Risk, Compliance, Marketing, Quality, and Training teams to turn customer feedback into tangible improvements.
• Support the Customer Service Manager on reporting, planning, process upgrades, and strategic projects, and surface emerging social media trends with data-backed recommendations.

Qualifications

• Proven leadership of customer service, social media support, or contact centre teams in fast-paced settings.
• Solid grasp of social media customer care, community management, and digital engagement.
• Track record of coaching and developing high-performing teams.
• Strong analytical ability to read MI, operational metrics, KPIs, and SLAs and drive improvement.
• Experience handling escalations and resolving complex customer issues within regulated environments.
• Excellent communication and stakeholder skills; fluent written and spoken English, with additional European languages a plus.
• Familiarity with CRM systems, social media management tools, and reporting dashboards.
• Nice to have: fintech, banking, or financial services background; workforce and intraday planning knowledge; experience with platforms such as Sprinklr.

About N26

N26 is building the bank people genuinely love to use. Our Customer Service organisation puts people first, blending empathy with data to deliver seamless support at scale and to keep strengthening customer trust.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.