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Customer Service Team Lead
Department:Customer Operations
Location:Madrid
About the opportunity
A pivotal and exciting role within the Customer Service Department. As a CS Team Leader at N26 you will be in charge of the operational control of one of our Markets as well as the allocated CS Senior Team.
As a natural leader, you will be comfortable in our team environment. You will be able to motivate and inspire not just daily performance, but help our employees develop to be the best they can be to reach their full professional potential and further their career. As a leading figure in our Customer Service team, you will also play a crucial role in making sure the customer's voice is heard. Working closely with other internal stakeholders to enable a two way flow of customer feedback, ensuring key customer messages are passed to the relevant team.
In this role, you will:
- Day-to-day leadership of the customer service team across the relevant opening hours
- Ensuring N26 customers receive a top-class service at all times
- Ensuring a customer-first mindset across the team
- Ensuring services are delivered in line with compliance and regulatory requirements
- Leading, mentoring and supporting a team of CS Senior Specialists
- Managing team performance, including setting clear expectations, conducting regular check-ins, and supporting career development through coaching and training
- Drive team engagement and fostering a positive, inclusive team culture
- MI analysis and commentary (such as managing volumes and resources, monitoring and management of SLAs as well as the management of team adherence)
- Acting as a point of contact for internal and external stakeholders
- Motivating and engaging CS Senior Specialists through effective communication and leadership
- Liaise with key stakeholders to ensure a two-way flow of customer information/feedback to continuously improve the customer experience
- Supporting Customer Service Manager with reporting, developments and improvements
- Partnering with our quality and training teams to ensure quality and training needs are delivered
- Contributing to projects aligned with the company’s strategic priorities
What you need to be successful:
- Ideally you have graduated from a university or completed an apprenticeship successfully or comparable working experience
- Ideally +1 years of professional experience as a Customer Service Team Lead or in a similar role
- Entrepreneurial and customer-oriented mindset
- Your work is driven by integrity and team-centric mindset and your decisions are always effective and inclusive.
- Your leadership approach is based on fairness and transparency and inspires others to follow your example.You work independently and efficiently and love working in a team
- You love direct contact with customers and focus on customer-oriented solutions
- You speak fluent English and any other major European language is a plus (German, French, Italian and Spanish)
- You are reliable and punctual
- Ideally, you have some prior experience in the financial services industry (e.g. FinTech, banking, or a comparable regulated environment
- Experience with CRM tools is a plus (e.g. Salesforce)
What’s in it for you:
- Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
- Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
- As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
- Additional day of annual leave for each year of service.
- A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.
- A relocation package with visa support for those who need it.