Public summary
A dynamic fintech company operating a digital investment and banking platform in Europe is seeking a Team Lead for Client Service. The role involves leading and developing the client service team, managing operational goals, ensuring service quality, implementing process improvements, and handling stakeholder communication. The position requires proven leadership in client-facing roles, strong analytical skills, and fluency in English. Additional language skills like German or Italian are advantageous. The company offers an international, inclusive work environment, support for professional growth, relocation assistance, and various employee benefits including flexible working options.
Location and work setup
- Location
- Berlin
- Remote status
- Remote
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Lead the client service team through hiring, onboarding, continuous development, and performance evaluations. Manage daily team operations by setting transparent goals, analyzing performance metrics, and adapting to changing volumes. Own service quality by collaborating with QA and Learning & Development teams for coaching and feedback. Translate client feedback into actionable improvements to optimize processes and reduce contact volume. Manage stakeholder communications and align the team during incidents and updates.
Qualifications
Proven experience in leadership, management, or senior operational roles within client-facing environments, preferably in financial services, fintech, or banking. Strong analytical skills with the ability to interpret data and produce actionable strategies. Empathetic and performance-oriented leadership style capable of motivating teams and developing talent. Experience in continuous process improvement and quality management. Fluency in English, with additional German or Italian language skills considered a plus.