Customer Service Team Lead

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

📋 Description

• Provide both functional and disciplinary leadership for a service team anticipated to expand to 10–12 members.

• Promote performance, accountability, and personal growth through clearly defined expectations, constructive feedback, and tailored coaching.

• Oversee qualitative and quantitative performance metrics based on service levels, first-contact resolution rates, quality assessments, and customer satisfaction.

• Recognize and sustainably implement strategies for improvement.

• Cultivate a shared understanding of quality and ensure that professional and process knowledge is current.

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

• Assess current workflows and create efficient, scalable solutions for process optimization and automation.

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

• Contribute to departmental development and participate in cross-functional initiatives.

• Work alongside Product Management, IT, Compliance, and both internal and external partners, including Baader Bank.

• Aid in the recruitment and onboarding process for new employees.

• Build a high-performing team framework.

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

⛳️ Requirements

• Several years of experience in leading service or customer care teams both functionally and disciplinarily.

• Extensive knowledge of the banking or brokerage industry, preferably in the service operations of an online broker.

• Understanding of securities products, trading processes, and the requirements of retail investors.

• Awareness of essential criteria for customer communications and complaint management within a regulated financial context.

• Knowledge of pertinent regulations under the German Securities Trading Act (WpHG) and MiFID II, along with relevant expertise, is a plus.

• An analytical and solution-focused mindset.

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

• Passion for enhancing existing frameworks and establishing new ones.

• Curiosity and practicality in the application of automation and artificial intelligence.

• Strong and confident communication skills.

• Business-fluent in German.

• Proficient in English.

🏝️ Benefits

• Flexible remote work options.

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

• Access to training courses, seminars, and conferences for personal and professional growth.

• Modern office hubs.

• Opportunities for professional development in financial markets and investing.

• Regular team-building events and a robust company culture.

• Health and mobility benefits, including a company bicycle program and public transport subsidies.

• Attractive financial incentives and additional perks.

• In-person workshops and team gatherings in Karlsruhe several times a year.