Team Lead, Customer Service
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Job Description
Team Lead managing customer service for finanzen.net’s brokerage and investment platform. Driving team performance, quality, process optimization, and AI-enabled service operations.
Responsibilities:
- Provide professional and disciplinary leadership for a service team expected to grow to 10–12 employees
- Foster performance, accountability, and personal development through clear expectations, regular feedback, and individual coaching
- Take responsibility for qualitative and quantitative team performance based on service level, first-contact resolution rate, quality ratings, and customer satisfaction
- Define and sustainably implement measures to improve performance
- Establish a shared understanding of quality and ensure up-to-date subject-matter and process knowledge
- Develop coaching, training, and feedback formats in collaboration with Quality Management
- Identify opportunities for improvement and develop efficient, scalable solutions
- Support the implementation of AI-powered technologies and modern service tools
- Contribute to building the department and to cross-functional projects
- Collaborate with Product Management, IT, Compliance, and internal and external stakeholders, particularly Baader Bank
- Support the selection and onboarding of new employees
- Develop a high-performing team structure
Requirements:
- Several years of experience providing professional and disciplinary leadership to Service or Customer Care teams
- In-depth knowledge of the banking or brokerage environment, ideally gained in the service organization of an online broker
- Familiarity with securities products, trading processes, and the needs of retail investors
- Familiarity with the fundamental requirements for customer communications and complaint management in a regulated financial environment
- Knowledge of relevant requirements under the German Securities Trading Act (WpHG) and MiFID II, along with the relevant regulatory expertise, is an advantage
- Analytical and solution-oriented approach
- Experience with ticketing systems, ideally Zendesk, and workforce planning is desirable
- Enjoyment of developing and building on existing structures
- Curiosity and a pragmatic approach to automation and artificial intelligence
- Clear and dependable communication
- Business-fluent German
- Good English skills
Benefits:
- Employees can work remotely
- Several times a year, we meet in person in Karlsruhe for workshops, team events, and more
- Up to 15 days of workation within the EU per calendar year
- Training courses, seminars, and conferences
- Modern office hubs
- Professional development opportunities in financial markets and investing
- Regular team events and a strong company culture
- Health and mobility benefits, including a JobRad bicycle leasing program and public transport subsidy
- Attractive financial benefits and additional perks
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