Team Lead, Customer Service

Job not on LinkedIn

🔥 5 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

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.

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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 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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