Head Of Customer Service (m/f/d)

Head Of Customer Service (M/F/D)

As a Head of Customer Service 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.

What You'll Do

• Customer Experience: Ensure prompt and effective resolution of customer issues through multiple communication channels (email, chat, phone, etc.), while maintaining a focus on providing exceptional service.
• Lead and Manage the Team: Supervise, mentor, and motivate a team of Customer Relations Specialists to achieve performance targets and ensure a high level of customer satisfaction.
• Data-Driven Insights: Monitor key performance indicators (KPIs) such as response time, customer satisfaction, and resolution rates, and generate reports for senior management to inform strategic decisions.
• Process Improvement: Analyze customer feedback, identify pain points, and collaborate with internal teams (Product, Engineering, Compliance, Sales) to drive continuous improvement of processes, tools, and service offerings.
• Escalation Management: Serve as the primary point of contact for complex customer issues and escalations, ensuring timely and effective resolution.
• Customer Advocacy: Act as the voice of the customer, providing insights and recommendations to product and development teams to improve our offerings based on customer feedback.
• Cross-functional Collaboration: Liaise with Product, Compliance, and Operations teams to ensure customer inquiries related to technical issues, payments, or account discrepancies are resolved efficiently.

What You'll Bring

• Experience: 3-5 years of experience in a customer relations or customer success role, with at least 1-2 years in a leadership or supervisory capacity, preferably within fintech or an insurance tech-focused environment. Familiarity with financial regulations.
• Customer-Centric Mindset: Demonstrated ability to provide exceptional customer service, with a proven track record of improving customer satisfaction.
• Problem-Solving: Adept at handling complex customer issues and managing escalations with a solution-oriented approach.
• Communication: Excellent verbal and written communication skills in German, with the ability to clearly convey information and influence internal stakeholders. Any other European languages are a plus.
• Data-Driven: Experience working with customer service KPIs and using data to drive decision-making and improvements.
• Tech-Savvy: Proficient in using customer support software, CRM platforms (e.g., Hubspot, Jira), and a strong understanding of fintech products and services.
• Adaptability: Comfortable working in a fast-paced, rapidly changing environment, with the ability to prioritize and manage multiple tasks simultaneously.
• German Language: As you may need to attend escalation calls German language to a native or near native level is required.

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