Lead Customer Experience Specialist – Lexware Business Account

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

📋 Description

• Enhance the support experience for the Lexware Business Account throughout the entire customer journey.

• Oversee the digital account-opening process, which includes Video-Ident and the initial IBAN.

• Create support for real-time transactions, SEPA payments, standing orders, debit cards, Smart Split savings pots, and sub-accounts.

• Improve the transitions between banking and accounting functions.

• Actively influence collaboration with feature teams and banking partners.

• Represent the user perspective and act as a liaison for Product Owners and other teams on unresolved issues.

• Track relevant metrics, derive actionable insights, and establish reporting processes.

• Identify and tackle previously unaddressed areas.

• Streamline procedures and simplify support operations.

• Continuously evolve the support function and cultivate a cross-team Human-Written Experience.

⛳️ Requirements

• Background in customer service.

• Preferably, experience in a setting where accuracy and reliability are crucial.

• Servant leadership mentality without disciplinary management authority.

• Ability to assist team members in their targeted development and promote collaboratively owned decisions.

• Clear, appreciative, and respectful communication at all levels, both internally and externally.

• Technical proficiency and a genuine interest in technology.

• Confident application of AI in daily tasks, ideally including personal projects.

• Basic knowledge of banking, payment processing, or business and legal topics, such as GmbH and GbR structures, is a plus.

• Enjoyment of agile, self-organized teamwork.

• Proficient German language skills are essential (minimum C2 level).

🏝️ Benefits

• Hybrid working arrangements, allowing a mix of office-based and remote work.

• Flexible working hours.

• A variety of training and professional development opportunities.

• Independence and responsibility in your role.

• A Great Place to Work® environment.

• Support for Learning & Development.