Social Media 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. As a Team Lead, you will play a key role in driving operational excellence, maintaining high service standards, and fostering a culture of accountability, collaboration, and continuous improvement. You will be responsible for managing team performance, supporting employee development, and ensuring customer enquiries and complex cases are handled with empathy, efficiency, and professionalism. Working closely with cross-functional stakeholders, including Quality, Training, Operations, Product, Compliance, and Risk teams, you will help translate customer feedback into meaningful insights that improve both the customer experience and our internal processes. Through data-driven decision making, workforce management, and performance analysis, you will ensure your team consistently delivers against key service metrics and business objectives. This is an exciting opportunity for a customer-centric leader who is passionate about social media engagement, people development, and creating outstanding customer experiences at scale. Your work will directly contribute to strengthening customer trust, enhancing service quality, and supporting N26's mission to build the bank people love to use. In this role, you will: Lead the day-to-day operations of the Social Media Customer Support team, ensuring seamless coverage across relevant opening hours, Monday to Friday from 9 am to 6 pm, and delivering exceptional customer service through public and private social channels. Foster a customer-first culture, ensuring every customer interaction reflects empathy, professionalism, and N26's brand values while maintaining a consistent customer experience. Manage, mentor, and develop a team of Customer Service Senior Specialists through regular coaching, performance reviews, career development planning, and ongoing feedback. Drive team engagement and cultivate a positive, inclusive, and high-performing team environment that supports collaboration, accountability, and continuous improvement. Monitor operational performance through management information (MI) analysis, overseeing volumes, resource allocation, productivity, adherence, KPIs, and SLA performance while proactively identifying opportunities for improvement. Ensure all customer interactions and processes are conducted in accordance with regulatory, compliance, and risk management requirements. Act as an escalation point for complex customer cases, supporting the team in delivering effective, timely, and customer-centric resolutions. Collaborate closely with internal stakeholders across Customer Service, Product, Operations, Risk, Compliance, and Marketing to ensure customer feedback is effectively shared and translated into meaningful improvements. Build and maintain strong relationships with key internal and external stakeholders, serving as a trusted point of contact for social media customer service matters. Partner with Quality Assurance and Training teams to identify development opportunities, maintain service excellence, and ensure training programs align with evolving customer and business needs. Support the Customer Service Manager with reporting, operational planning, process enhancements, and strategic initiatives aimed at improving customer experience and team performance. Contribute to cross-functional projects and business initiatives that support N26's strategic priorities, customer satisfaction goals, and operational excellence objectives. Identify emerging customer trends, risks, and social media insights, using data-driven recommendations to enha