Team Lead, Customer Service

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

📋 Description

• Provide professional and disciplinary leadership for a customer service team anticipated to expand to 10–12 employees

• Encourage performance, ownership, and professional growth through clear expectations, consistent feedback, and personalized coaching

• Oversee qualitative and quantitative team performance based on service levels, first-contact resolution rates, quality ratings, and customer satisfaction

• Recognize and sustainably implement enhancement measures

• Create a shared understanding of quality and ensure up-to-date expertise and process knowledge

• Develop coaching, training, and feedback methods in partnership with Quality Management

• Identify improvement opportunities and devise efficient, scalable solutions

• Consider collaboration with Baader Bank when refining processes

• Assist in the implementation of AI-driven technologies and modern service tools

• Encourage technology adoption within the team while maintaining human accountability

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

• Work alongside Product Management, IT, Compliance, and both internal and external stakeholders

• Aid in the recruitment and onboarding of new staff

• Build a high-performing team structure

• Report directly to the Director of Client Enablement & Care

⛳️ Requirements

• Several years of experience in providing professional and disciplinary leadership for service or customer care teams

• Strong understanding of the banking or brokerage sector, ideally acquired through experience in the service organization of an online broker

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

• Understanding of the fundamental requirements for customer communication and complaint management within a regulated financial context

• Knowledge of relevant regulations under the German Securities Trading Act (WpHG) and MiFID II, along with corresponding professional qualifications, is advantageous

• Analytical and solution-oriented mindset

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

• Passion for enhancing existing structures and creating new ones

• Curiosity and practicality regarding automation and artificial intelligence

• Clear and dependable communication skills

• Fluent in German

• Proficient in English

🏝️ Benefits

• Employees have the option to work remotely

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

• Up to 15 days of workation within the EU each 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 strong company culture

• Health and mobility benefits, including JobRad and public transport subsidies

• Attractive financial benefits and additional perks

• An environment where you can contribute, grow, and feel at home