Team Lead, Customer Service

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

📋 Description

• Lead and provide professional guidance for a service team anticipated to expand to 10–12 members.

• Promote accountability, performance, and personal growth through clear expectations, consistent feedback, and individualized coaching.

• Assume responsibility for both qualitative and quantitative team performance based on service levels, first-contact resolution rates, quality ratings, and customer satisfaction metrics.

• Define and implement sustainable measures to enhance performance.

• Cultivate a shared understanding of quality and maintain current subject-matter and process knowledge.

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

• Identify improvement opportunities and create efficient, scalable solutions.

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

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

• Work in conjunction with Product Management, IT, Compliance, and both internal and external stakeholders, particularly Baader Bank.

• Aid in the selection and onboarding process for new hires.

• Build a high-performing team structure.

⛳️ Requirements

• Multiple years of experience in providing professional and disciplinary leadership to Service or Customer Care teams.

• Comprehensive knowledge of the banking or brokerage sector, ideally acquired within the service organization of an online broker.

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

• Acquainted with the essential criteria for customer communications and complaint management in a regulated financial setting.

• Familiarity with the relevant stipulations of the German Securities Trading Act (WpHG) and MiFID II, along with pertinent regulatory expertise is a plus.

• Analytical mindset with a solution-oriented approach.

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

• Passion for developing and enhancing existing structures.

• Curiosity and a practical mindset regarding automation and artificial intelligence.

• Strong and reliable communication skills.

• Business-fluent in German.

• Proficient in English.

🏝️ Benefits

• Employees have the flexibility to work remotely.

• Several times a year, we gather in person in Karlsruhe for workshops, team events, and more.

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

• Access to training courses, seminars, and conferences.

• Modern office hubs available.

• Opportunities for professional development in financial markets and investing.

• Regular team events and a strong company culture.

• Health and mobility benefits, including a JobRad bicycle leasing program and public transport subsidy.

• Attractive financial benefits and additional perks.