Team Lead, Customer Service

Job not on LinkedIn

🔥 13 hours 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 customer service team expected to grow to 10–12 employees • Foster performance, ownership, and professional development through clear expectations, regular feedback, and individualized coaching • Manage qualitative and quantitative team performance based on service level, 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 expertise and process knowledge • Develop coaching, training, and feedback formats in collaboration with Quality Management • Identify opportunities for improvement and develop efficient, scalable solutions • Take into account collaboration with Baader Bank when optimizing processes • Support the implementation of AI-powered technologies and modern service tools • Promote technology adoption within the team while ensuring human accountability • Contribute to building the department and to cross-functional projects • Collaborate with Product Management, IT, Compliance, and internal and external stakeholders • Support the recruitment and onboarding of new employees • Develop a high-performing team structure • Report directly to the Director Client Enablement & Care

🎯 Requirements

• Several years of experience providing professional and disciplinary leadership for service or customer care teams • Strong knowledge of the banking or brokerage environment, ideally gained through working in the service organization of an online broker • Familiarity with securities products, trading processes, and the needs of retail investors • Familiarity with fundamental requirements for customer communication and complaint management in a regulated financial environment • Knowledge of relevant requirements under the German Securities Trading Act (WpHG) and MiFID II, as well as the corresponding professional qualifications, is an advantage • Analytical and solution-oriented mindset • Experience with ticketing systems, ideally Zendesk, and workforce planning is desirable • Enthusiasm for developing existing structures and building new ones • Curiosity and pragmatism regarding automation and artificial intelligence • Clear and reliable communication • 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 similar activities • 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 JobRad and public transport subsidies • Attractive financial benefits and additional perks • An environment where you can contribute, grow, and feel at home

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