Customer Service Team Lead

This is a fully remote position, open to applicants in Germany.

📋 Description

• Provide leadership and guidance for a customer service team projected to expand to 10–12 members.

• Encourage performance, accountability, and personal growth through well-defined expectations, consistent feedback, and customized coaching.

• Assume responsibility for both the qualitative and quantitative performance of the team.

• Oversee performance metrics including service levels, first-contact resolution rates, quality ratings, and customer satisfaction.

• Identify improvement initiatives and ensure their effective and sustainable execution.

• Create a collective understanding of quality and maintain the team's current expertise and process knowledge.

• Collaborate with Quality Management to develop coaching, training, and feedback methodologies.

• Recognize areas for enhancement and formulate efficient, scalable solutions.

• Consider collaboration with Baader Bank.

• Assist in the adoption of AI-driven technologies and contemporary service tools.

• Foster technology acceptance within the team while ensuring human oversight.

• Contribute to the development of the department and cross-functional initiatives.

• Work in partnership with Product Management, IT, Compliance, and other internal and external stakeholders.

• Aid in the recruitment and onboarding process for new team members.

• Build a high-performing team structure.

• Report directly to the Director of Client Enablement & Care.

⛳️ Requirements

• Several years of experience in managing service or customer care teams with professional and disciplinary oversight.

• Strong understanding of the banking or brokerage sector, preferably acquired within the service operations of an online broker.

• Acquainted with securities products, trading processes, and the needs of retail investors.

• Knowledge of the essential requirements for customer communications and complaint management in a regulated financial setting.

• Familiarity with the pertinent regulations under the German Securities Trading Act (WpHG) and MiFID II, along with relevant professional expertise, is advantageous.

• Analytical and solution-driven mindset.

• Experience with ticketing systems, preferably Zendesk, and workforce planning is desirable.

• Enthusiastic about enhancing existing structures and establishing new ones.

• Curious and pragmatic regarding automation and artificial intelligence.

• Strong and assertive communication skills.

• Fluent in German.

• Proficient in English.

🏝️ Benefits

• Employees have the option to work remotely.

• Up to 15 workation days within the EU per calendar year.

• Access to training courses, seminars, and conferences.

• Modern office hubs.

• Opportunities for professional development in financial markets and investing.

• Regular team events and a robust company culture.

• Health and mobility benefits (company bike, public transport subsidy).

• Attractive financial benefits and additional perks.