Team Lead, Customer Service

finanzen.net GmbH

. Provide professional and disciplinary leadership for a customer service team expected to grow to 10–12 employees .

Posted 10/30/2026full-timeRemote • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer service team management, focusing on performance improvement, coaching, and technology adoption within a regulated financial environment. Possesses expertise in banking regulations and customer communication strategies to enhance team effectiveness and customer satisfaction.

Highest-signal resume keywords

Leadership In Customer ServiceKnowledge Of Banking EnvironmentFamiliarity With Securities ProductsExperience With Ticketing SystemsFluent In German

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCoaching And Training DevelopmentAnalytical MindsetSolution-Oriented ApproachProcess OptimizationCustomer Satisfaction MetricsComplaint ManagementWorkforce PlanningAutomation And AI ImplementationQuality Assurance

Soft Skills

Clear CommunicationOwnershipCuriosityPragmatism

Tools & Technologies

ZendeskAI-Powered TechnologiesModern Service Tools

Certifications & Qualifications

Professional Qualifications Under WpHGMiFID II Knowledge

Industry Keywords

Customer ServiceRetail InvestorsFinancial RegulationsSecurities TradingOnline Broker

About the role

Key responsibilities & impact

Provide professional and disciplinary leadership for a customer service team expected to grow to 10–12 employees
Foster performance, ownership, and professional development through clear expectations, regular feedback, and individualized coaching
Manage qualitative and quantitative team performance based on service level, first-contact resolution rate, quality ratings, and customer satisfaction
Identify and sustainably implement improvement measures
Establish a shared understanding of quality and ensure up-to-date expertise and process knowledge
Develop coaching, training, and feedback formats in collaboration with Quality Management
Identify opportunities for improvement and develop efficient, scalable solutions
Take into account collaboration with Baader Bank when optimizing processes
Support the implementation of AI-powered technologies and modern service tools
Promote technology adoption within the team while ensuring human accountability
Contribute to building the department and to cross-functional projects
Collaborate with Product Management, IT, Compliance, and internal and external stakeholders
Support the recruitment and onboarding of new employees
Develop a high-performing team structure
Report directly to the Director Client Enablement & Care

Requirements

What you’ll need

Several years of experience providing professional and disciplinary leadership for service or customer care teams
Strong knowledge of the banking or brokerage environment, ideally gained through working in the service organization of an online broker
Familiarity with securities products, trading processes, and the needs of retail investors
Familiarity with fundamental requirements for customer communication and complaint management in a regulated financial environment
Knowledge of relevant requirements under the German Securities Trading Act (WpHG) and MiFID II, as well as the corresponding professional qualifications, is an advantage
Analytical and solution-oriented mindset
Experience with ticketing systems, ideally Zendesk, and workforce planning is desirable
Enthusiasm for developing existing structures and building new ones
Curiosity and pragmatism regarding automation and artificial intelligence
Clear and reliable communication
Fluent German
Good English skills

Benefits

Comp & perks

Employees can work remotely
Several times a year, we meet in person in Karlsruhe for workshops, team events, and similar activities
Up to 15 days of workation within the EU per calendar year
Training courses, seminars, and conferences
Modern office hubs
Professional development opportunities 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