Customer Service Team Lead (m/f/d) - Remote

Overview

The Customer Service is the business card of finanzen.net zero. Our users and customers should feel well taken care of, respected, and valued from the very beginning. At the same time, in light of accelerated growth, processes need to be made efficient.

In Short

• Lead and develop customer service team members.
• Conduct weekly meetings for individual development.
• Develop qualitative and quantitative KPIs.
• Ensure knowledge transfer within the team.
• Monitor time tracking for resource planning.
• Manage and participate in projects.
• Collaborate with IT, Marketing, HR, and Finance on customer support issues.
• Support the recruiting process for the customer support team.
• Initiate and support continuous improvement processes.
• Organize daily operations and meetings.

Requirements

• At least 3 years of experience in customer service; ideally with team leadership experience.
• Knowledge in KPI definition and application for operational control.
• Experience in resource planning and daily operations management.
• Strong process understanding and experience in process optimization.
• Project management experience and cross-departmental collaboration.
• Excellent communication skills and a confident demeanor.
• Experience in both technical and disciplinary leadership.
• Structured, solution-oriented work style with high organizational skills.
• Proficient with digital tools (e.g., CRM, MS Office, time tracking systems).
• Strong analytical skills to derive measures from qualitative and quantitative data.
• High attention to detail and an independent, structured working style.
• Interest in stock market topics and some experience with trading.
• Fluent in German, both written and spoken.

Benefits

• Work-life balance: flexible working hours and extensive mobile office options.
• Training and development: participation in seminars, training, and conferences.
• Team events: regular barbecues, company outings, and festive gatherings.
• Health: free drinks, free fruit, and gym discounts.
• Additional benefits: company pension scheme, subsidies for public transport, and discounted employee parking.