Team Lead Customer Service Complaint Management, Fraud & Legal

About the role

As Team Lead CS Complaint Management, Fraud & Legal, you will take on functional and organizational responsibility for the areas of complaint management (DE & EU), as well as legal and fraud topics within Customer Service. You will lead a team of 6–7 employees and maintain an overview of all matters relating to complaints, data protection, legal inquiries, and fraud cases—making well-founded decisions in the interest of both our customers and the company.

What you'll do

• Take functional responsibility for processing complex customer complaints and escalations from Germany and across Europe
• Ensure the compliant handling of all cases in accordance with BaFin regulations, GDPR, and internal guidelines
• Conduct daily screenings of legal inquiries, prioritize them based on urgency and relevance, and distribute them efficiently within the team
• Draft legally sound and customer-oriented responses in close coordination with the Legal team and the Data Protection Officer
• Coordinate and consolidate information from internal departments and external partners, representing your team to internal and external stakeholders
• Oversee the coordination of data protection inquiries from our German and European customers in accordance with GDPR
• Manage the processing and assessment of fraud cases, identify risks, and develop measures for risk mitigation
• Support the professional development of your team, promote individual responsibility, and build expertise within the respective subject areas

What you'll need

• Completed university degree or comparable training—ideally with a legal, business, or banking background
• Several years of professional experience in complaint management, customer service, legal, or compliance, preferably in a regulated or highly customer-oriented environment
• A solid understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen sense for legal contexts
• Experience in leading and developing employees or a clear motivation to take on leadership responsibility
• Ability to quickly grasp complex issues, analyze them in a structured manner, and make sound decisions
• Empathic and solution-oriented communication, especially when dealing with customers in sensitive situations
• Excellent German skills (C2 or native speaker) as well as fluent written and spoken English
• A high level of integrity, reliability, and decisiveness

What they offer

• Employee Development Budget of €2,000 and four full training days per year
• Flexible working hours, home office and 30 vacation days
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%
• Urban Sports Club membership subsidized with more than €20 per month
• Deutschland Ticket subsidized with €25 per month
• JobRad bike leasing with tax savings and monthly insurance costs covered