Team Lead Customer Service (Remote - Germany)

This is a people leadership role in the customer service organization of a German online financial services company that offers brokerage and investment products to retail investors. You will lead a service team that is planned to grow to 10-12 people and report directly to the department director. The department is expanding and is looking for a leader who will help shape its structure, processes and use of modern service tools.

What you'll do

• Lead a customer service team in both professional and people terms, setting clear expectations and providing regular feedback and coaching.
• Manage team performance using metrics such as service levels, first-contact resolution, quality scores and customer satisfaction, and put improvement measures in place.
• Build a shared quality standard and work with the quality management function to design coaching, training and feedback formats.
• Review workflows, find efficiency gains and automate where it helps, including work with partner banks and internal teams such as product, IT and compliance.
• Guide the adoption of AI-supported tools in the team while keeping human responsibility for customer decisions.
• Support recruiting, onboarding and team structure as the department grows.

What you need

• Several years of experience leading service or customer care teams, both technically and in people management.
• Solid knowledge of banking or brokerage environments, ideally from customer service at an online broker, 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 mindset with experience steering by KPIs; experience with ticketing systems (Zendesk is a plus) and workforce planning is desirable.
• Fluent business German and good English.
• Must be based in Germany to work remotely.

Applicants must be based in: Germany.

How to apply

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