Team Lead, Customer Service

finanzen.net GmbH

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

Posted 10/31/2026full-timeRemote • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing service teams, with a focus on performance improvement, coaching, and regulatory compliance in the banking or brokerage environment. Proficient in implementing AI-powered technologies and fostering collaboration across departments to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Professional LeadershipCustomer Care ManagementRegulatory Compliance KnowledgePerformance Improvement StrategiesAI-Powered Technology Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Team Performance ManagementSecurities Products KnowledgeComplaint ManagementAnalytical Problem SolvingWorkforce PlanningTicketing SystemsService Level ManagementFirst-Contact ResolutionQuality Ratings AnalysisCustomer Satisfaction Metrics

Soft Skills

Clear CommunicationCoaching and FeedbackCuriosityAccountabilityCollaboration

Tools & Technologies

ZendeskAI TechnologiesModern Service Tools

Industry Keywords

Banking EnvironmentBrokerage EnvironmentGerman Securities Trading ActMiFID IIRetail Investor Needs

About the role

Key responsibilities & impact

Provide professional and disciplinary leadership for a service team expected to grow to 10–12 employees
Foster performance, accountability, and personal development through clear expectations, regular feedback, and individual coaching
Take responsibility for qualitative and quantitative team performance based on service level, first-contact resolution rate, quality ratings, and customer satisfaction
Define and sustainably implement measures to improve performance
Establish a shared understanding of quality and ensure up-to-date subject-matter and process knowledge
Develop coaching, training, and feedback formats in collaboration with Quality Management
Identify opportunities for improvement and develop efficient, scalable solutions
Support the implementation of AI-powered technologies and modern service tools
Contribute to building the department and to cross-functional projects
Collaborate with Product Management, IT, Compliance, and internal and external stakeholders, particularly Baader Bank
Support the selection and onboarding of new employees
Develop a high-performing team structure

Requirements

What you’ll need

Several years of experience providing professional and disciplinary leadership to Service or Customer Care teams
In-depth knowledge of the banking or brokerage environment, ideally gained in the service organization of an online broker
Familiarity with securities products, trading processes, and the needs of retail investors
Familiarity with the fundamental requirements for customer communications and complaint management in a regulated financial environment
Knowledge of relevant requirements under the German Securities Trading Act (WpHG) and MiFID II, along with the relevant regulatory expertise, is an advantage
Analytical and solution-oriented approach
Experience with ticketing systems, ideally Zendesk, and workforce planning is desirable
Enjoyment of developing and building on existing structures
Curiosity and a pragmatic approach to automation and artificial intelligence
Clear and dependable communication
Business-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 more
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 a JobRad bicycle leasing program and public transport subsidy
Attractive financial benefits and additional perks