Team Lead Client Service

You lead your team through their entire lifecycle, from hiring and onboarding to continuous development and performance evaluation. You drive daily operational steering by translating departmental KPIs into transparent goals and implementing strategies to handle shifting volumes.

What you'll do

• Lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
• Drive the daily operational steering of your team by translating departmental KPIs into transparent goals, conducting root-cause performance analyses, and implementing strategies to handle shifting volumes.
• Own the service quality within your team, collaborating directly with Quality Assurance and Learning & Development experts to close knowledge gaps through targeted coaching, shadowing sessions, and actionable feedback.
• Act as the domain owner for your specific topic area, translating valuable client feedback into actionable requirements and proactive process improvements to reduce contact volume.
• Effectively manage stakeholder communication during incidents, ensuring your team is always aligned on the latest updates and workflows.

What you'll need

• Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within the financial services, FinTech, or banking sector.
• Strong analytical capabilities, feeling highly comfortable with interpreting data, compiling regular performance reports, and translating statistical insights into actionable, real-world strategies.
• Empathetic yet performance-oriented leadership style, excelling at motivating teams, conducting structured performance reviews, and creating development plans to retain high-potential talent.
• Keen eye for continuous improvement, process optimisation, and quality ownership, with a track record of streamlining the overall client experience.
• Fluent in English, both written and spoken.

Nice to have

• Experience in tax.
• Additional language skills, such as Italian or German.

What they offer

• Part of one of the fastest-growing FinTech startups in Europe with innovative services impacting customers' lives.
• Work with an international, diverse, and inclusive team.
• Latest hardware and tools, plus individual Education Budget.
• Flexible work with opportunity to work from abroad; international relocation support provided.
• Attractive compensation package and company pension scheme.
• Benefits including German language classes, 50% Deutschland Jobticket contribution, PRIME+ Broker subscription, and discounted Urban Sports Club.