Head Of Customer Service (m/f/d)

Head Of Customer Service (M/F/D)

As a Head Of Customer Service (M/F/D) at our fast-growing fintech start-up, you'll oversee a team of customer relations specialists, ensuring top-quality support and resolving escalated issues. You'll coach team members, monitor performance, and help implement strategies to enhance the customer experience. This is an excellent opportunity to join an exciting, innovative company and lead a dynamic team.

This role can be based in either Berlin or London.

What You'll Do

Set the vision & strategy

• Define and own the global customer service strategy that supports growth, retention, and customer experience goals.
• Translate strategic objectives into an annual operating plan with clear okrs, budgets, and headcount requirements.
• Continuously assess service channels, technologies, and customer needs to identify opportunities for efficiency and sustainability.

Drive operational excellence at scale

• Build and evolve a customer service operating model covering multi-channel support (chat, phone, email, in-app) across geographies.
• Maintain KPI tracking for CSAT, NPS, first response/resolution times, and escalation rates; drive root-cause analysis and long-term improvements.
• Sponsor automation, tooling, and AI/CRM initiatives in partnership with Product, Engineering, and Data teams.

Lead & develop a high-performing team

• Manage, mentor, and inspire a distributed organization of service leaders and specialists.
• Create a culture of empathy, accountability, and continuous improvement through structured quality programs and career frameworks.
• Scale the team in line with customer base growth while maintaining best-in-class service levels.

Own escalation, compliance & customer trust

• Serve as the executive point of contact for complex customer issues and escalations, ensuring transparent communication and rapid resolution.
• Oversee compliance with regulatory and scheme-related service obligations, ensuring controls and protocols are tested and continuously improved.
• Collaborate with Risk, Fraud, Payments, and Compliance leaders to handle sensitive cases with rigor and professionalism.

Partner cross-functionally

• Act as the voice of the customer in product discovery, policy decisions, and go-to-market planning.
• Partner with Product and Engineering on new features and launches, ensuring customer readiness and smooth rollouts.

What You'll Bring

• Experience: 8–10 years in customer service, customer success, or operations, including 3+ years leading managers and larger teams in fintech, payments, or financial services.
• Strategic leadership: Proven ability to design and implement global service strategies that scale.
• Customer-centric mindset: Deep passion for customer advocacy, with experience embedding a service-first culture at scale.
• Analytical & data-driven: Expertise in using KPIs, analytics, and feedback loops to influence executive decisions and operational improvements.
• Cross-functional influence: Ability to collaborate with Product, Payments, Fraud, Compliance, and Operations leaders to deliver seamless customer journeys.
• People leadership: Strong track record of building and developing distributed, multi-level service teams.
• Communication: Excellent communication and stakeholder management skills across executive, regulatory, and customer audiences.
• Adaptability: Comfortable operating in fast-paced, high-growth, and high-ambiguity environments.

Nice to have

• Native level German language skills and a proven track record of successfully leading customer service operations in German.
• Experience with automation/AI tools in customer service.
• Multi-lingual capabilities (especially European languages).
• Background in process-improvement or customer-experience frameworks (e.g., Lean, Six Sigma, COPC).

What We Offer

• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
• Attractive remuneration
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere
• Opportunity to develop your talent in a dynamic team with ambitious goals
• Flexibility and possibility to work remotely
• Monthly mobility benefit
• Wellhub Membership
• Company card with a monthly allowance for lunches, coffee, etc. with co-workers