Team Lead Customer Service (Remote, Germany)

This is a leadership role in the customer service organization of an online brokerage and investment platform in Germany. The team supports retail investors with questions about their securities accounts, trading and products, from routine requests to complex complaints. The department is growing and is building new structures, processes and AI-supported tools. You will report directly to the Director of Client Enablement & Care.

What you'll do

• Lead a customer service team, with a planned size of 10 to 12 people, covering both day-to-day technical guidance and people management
• Set clear expectations, give regular feedback and coach team members toward performance and personal growth
• Monitor service level, first-contact resolution, quality scores and customer satisfaction, and drive improvement actions
• Build a shared quality standard and run coaching, training and feedback formats together with the quality management function
• Review workflows and work with product, IT, compliance and partner teams to automate and scale processes
• Support recruiting, onboarding and building a sustainable team structure

What you need

• Several years of experience leading service or customer care teams, including staff responsibility
• Solid knowledge of banking or brokerage, ideally from customer service at an online broker
• Familiarity with customer communication and complaint handling in a regulated financial environment; knowledge of WpHG and MiFID II is a plus
• Analytical mindset with experience using KPIs; experience with ticketing systems (Zendesk preferred) and shift planning is desirable
• Fluent German (negotiation-level) and good English
• Must be based in Germany

Applicants must be based in: Germany.

How to apply

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