Team Lead Customer Service Complaint Management, Fraud & Legal

About the role

Lead the Customer Service Solution Management team focusing on complaint management, fraud prevention, and legal matters for German and European markets. You'll manage a team of 6-7 employees while handling complex customer complaints, regulatory compliance, and cross-functional coordination with legal and data protection teams.

What you'll do

• Lead technical responsibility for processing complex customer complaints and escalations from Germany and Europe
• Ensure compliant handling of all cases according to BaFin requirements, GDPR and internal guidelines
• Conduct daily screening of legal inquiries, prioritize by urgency and distribute efficiently within the team
• Draft legally sound and customer-oriented responses in coordination with Legal team and Data Protection Officer
• Coordinate GDPR data protection requests from German and European customers
• Manage processing and evaluation of fraud cases, identify risks and develop risk mitigation measures
• Analyze processes, identify optimization potential and drive continuous improvement of workflows
• Support professional development of your team and build expertise in respective subject areas

What you'll need

• Completed degree or comparable education, ideally with legal, business or banking background
• Several years of experience in complaint management, customer service, legal or compliance environment, preferably in regulated industries
• Solid understanding of regulatory requirements (BaFin, GDPR) and good sense for legal contexts
• Experience in leading and developing employees or clear motivation to take on leadership responsibility
• Ability to quickly grasp complex matters, analyze systematically and make informed decisions
• Empathetic and solution-oriented communication, especially with customers in sensitive situations
• High personal responsibility, organizational skills and structured, reliable working style
• Excellent German skills (C2 or native) and fluent English written and spoken

What they offer

• €2,000 employee development budget and four full training days per year
• Flexible working hours, home office and 30 vacation days
• Company pension scheme with 20% employer contribution
• Urban Sports Club membership subsidy of €20+ per month
• Deutschland Ticket subsidy of €25 per month
• JobRad bike leasing with insurance coverage and tax savings