Team Lead Customer Service (Remote, Germany)

This is a leadership role in the customer service unit of a German fintech company that offers an online brokerage and financial products to retail investors. The unit is growing and is redesigning its structures, processes and tooling. You will lead a service team that is planned to reach 10 to 12 people and report directly to the head of the department.

What you'll do

• Lead the team professionally and as a people manager: set clear expectations, give regular feedback, coach individuals and develop their skills.
• Own the quality and quantity of team output, tracking metrics such as service levels, first-contact resolution, quality scores and customer satisfaction, and acting on trends early.
• Build a shared quality standard and work with quality management on coaching, training and feedback formats.
• Review existing workflows, find improvements and automate where it adds value, working with product, IT, compliance and partner teams.
• Guide the adoption of AI-supported tools in the team, making sure technology supports staff without replacing human responsibility.
• Lead recruiting, onboarding and team structuring as the department grows.

What you need

• Several years of people leadership experience managing service or customer care teams.
• Solid knowledge of the banking or brokerage environment, ideally from online broker customer service, including securities products and trading processes.
• Familiarity with customer communication and complaints handling in a regulated financial setting; knowledge of WpHG and MiFID II is a plus.
• Analytical, KPI-driven approach; experience with ticketing systems (Zendesk is a plus) and workforce planning is desirable.
• Negotiation-level German and good English are required.
• Must be able to work from Germany.

Applicants must be based in: Germany.

How to apply

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