Lead Customer Experience Specialist – Lexware Business Account

Job not on LinkedIn

🔥 5 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

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📋 Description

• Shape the support experience for the Lexware Business Account across the entire customer journey • Manage the digital account-opening process, including Video-Ident and the initial IBAN • Design support for real-time transactions, SEPA payments, standing orders, debit cards, Smart Split savings pots, and sub-accounts • Improve transitions between banking and accounting • Actively shape collaboration with feature teams and banking partners • Represent the user perspective and serve as a point of contact for Product Owners and other teams on unresolved topics • Monitor relevant metrics, derive concrete actions, and establish reporting processes • Identify and address previously unassigned areas • Streamline processes and simplify support operations • Continuously develop the support function and shape a cross-team Human-Written Experience

🎯 Requirements

• Experience in customer service • Ideally, experience in an environment where accuracy and reliability are important • Servant leadership mindset without disciplinary management responsibility • Ability to support team members’ targeted development and facilitate jointly owned decisions • Clear, appreciative, and respectful communication on an equal footing, both internally and externally • Technical affinity and genuine curiosity • Confident use of AI in day-to-day work, ideally including personal projects • Basic understanding of banking, payment processing, or business and legal topics such as GmbH and GbR structures is desirable • Enjoyment of agile, self-organized collaboration • Very strong German language skills required (at least C2)

🏖️ Benefits

• Hybrid working options, combining office-based work and working from home • Flexible working hours • Diverse training and professional development opportunities • Autonomy and responsibility • Great Place to Work® environment • Learning & Development support

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