Customer Service Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

finanzen.net GmbH

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💸 Finance

💳 Fintech

📱 Media

Finance • Fintech • Media

finanzen. net GmbH is a leading financial portal in Germany, providing real-time data and information on global markets. The company offers tools and resources for investors, including charts, model portfolios, and personalized news pages, catering to individual investment decisions. It operates mobile apps and has operations in Austria, Switzerland, and the USA. As a subsidiary of Axel Springer SE, finanzen. net is part of a significant digital publishing group in Europe. Additional ventures include finanzen. net zero, a commission-free trading platform, and partnerships like BSDEX for cryptocurrency trading. finanzen. net GmbH stands at the intersection of finance, investment, and digital media, expanding its reach with innovative financial tools and services.

📋 Description

• Provide functional and disciplinary leadership for a service team expected to grow to 10–12 employees • Foster performance, ownership, and personal development through clear expectations, feedback, and individualized coaching • Manage qualitative and quantitative team performance based on service levels, first-contact resolution rate, quality ratings, and customer satisfaction • Identify and sustainably implement improvement measures • Establish a shared understanding of quality and ensure up-to-date professional and process knowledge • Develop coaching, training, and feedback formats in collaboration with Quality Management • Analyze existing workflows and develop efficient, scalable solutions for process optimization and automation • 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, including Baader Bank • Support the selection and onboarding of new employees • Develop a high-performing team structure • Report directly to the Director Client Enablement & Care

🎯 Requirements

• Several years of experience in the functional and disciplinary leadership of service or customer care teams • In-depth knowledge of the banking or brokerage sector, ideally in the service operations of an online broker • Familiarity with securities products, trading processes, and the needs of retail investors • Familiarity with 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 corresponding expertise, is an advantage • Analytical and solution-oriented approach to work • Experience with ticketing systems, ideally Zendesk, and workforce planning is desirable • Enthusiasm for developing existing structures and building new ones • Curiosity and pragmatism when working with automation and artificial intelligence • Clear and confident communication • Business-fluent German • Good command of English

🏖️ Benefits

• Remote work arrangement • Up to 15 days of workation within the EU per calendar year • Training courses, seminars, and conferences for personal and professional development • 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 company bicycle scheme and public transport subsidy • Attractive financial benefits and additional perks • In-person workshops and team events in Karlsruhe several times a year

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume