Team Lead Client Service (m/f/x)
Summary
Leads a client service team at a fast-growing European fintech startup, overseeing hiring, performance, and service quality while driving process improvements and stakeholder communication.
- You lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
- You 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.
- You own the service quality within your team, collaborating directly with our Quality Assurance and Learning & Development experts to close knowledge gaps through targeted coaching, shadowing sessions, and actionable feedback.
- You 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.
- You effectively manage stakeholder communication during incidents, ensuring your team is always aligned on the latest updates and workflows.
- You have proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within the financial services, FinTech, or banking sector.
- You possess strong analytical capabilities, feeling highly comfortable with interpreting data, compiling regular performance reports, and translating statistical insights into actionable, real-world strategies.
- You are an empathetic yet performance-oriented leader who excels at motivating teams, conducting structured performance reviews, and creating development plans to retain high-potential talent.
- You have a keen eye for continuous improvement, process optimisation, and quality ownership, with a track record of streamlining the overall client experience.
- Experience in tax is a plus, but not required.
- You are fluent in English, both written and spoken. Additional language skills, such as Italian or German, are a strong plus.
- Be part of one of the fastest-growing and most visible Fintech startups in Europe, creating innovative services that have a substantial impact on the lives of our customers
- Work with an international, diverse, inclusive, and ever-growing team that loves creating the best products for our clients
- Be productive with the latest hardware and tools
- Learn and grow by joining our in-house knowledge sharing or career development sessions and spending your individual Education Budget
- Learn and experience German culture first hand by joining our free German language classes
- International relocation support is provided if required
- Opportunity to work from abroad
- Benefit from an attractive compensation package and from the company pension scheme
- Monthly contribution of 50% for the ‘Deutschland Jobticket’
- Say goodbye to order commissions and say hello to your complimentary subscription of Scalable Capital's PRIME+ Broker
- Enjoy flexible and discounted sports activities with Urban Sports Club