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Senior Customer Service Teamlead

Department:
Customer Support
Location:
Berlin

We are The Mobile Bank.

Our vision is to build a bank the world loves to use.

Technology and design empower everything we do.

N26 is Europe’s first Mobile Bank with a full European banking license. We redesigned the banking experience to be simple, fast and contemporary. Founded in 2013 by Valentin Stalf and Maximilian Tayenthal, N26 has over 500 employees and over 1.5 million customers in 18 countries. N26 has raised more than $215 million from renowned investors including Allianz X, Tencent Holdings Limited, Li Ka-Shing’s Horizons Ventures, Peter Thiel’s Valar Ventures, members of the Zalando management board and Earlybird Venture Capital.

What you’ll do:

Manage Performance

As a Senior Team Lead you will manage a team of around 6 Customer Service Teamleads  You will be leader, mentor, coach and colleague to them. Working closely with both the Head of Customer Service and the existing team, you will consistently be looking to pass your experience and knowledge onto those more junior managers.

You will further develop existing structures and processes to improve the alignment and by that ensure a stable high performance of the Teamleader Team. Your seniority will be crucial in creating a culture in which both Team Leads and Specialists can flourish, and driving the standards which create this. We will look to you to lead, and to use your innovative and creative nature to improve our daily operations.

As a data driven professional, you will also always be aware of company, team, and individual KPIs and will use this to drive performance discussions. Your extensive experience in people management will ensure you are that you motivate and inspire your team to deliver a best-in class service. You will be comfortable providing honest feedback, and dealing with difficult conversations is the norm for you.

Improve our Service

As a senior leader, you will be able to see beyond the day to day operations of the business and look at our overall service. Whether it is reviewing how we deliver our service to new territories, or how we make ourselves more accessible and flexible for our customers - your input will be key. You will be the bridge between our frontline interaction, and the rest of the business. Therefore you will have the greatest understanding of what our customers need, and the responsibility to convey this to key stakeholders elsewhere in the business.

What you’ll bring

We are looking for a senior customer service professional, who has a wealth of experience in people management and the operational business. You will be comfortable not only managing the Customer Service Teamleads, but also taking a leading role with stakeholders across the business. As a stress resistant and calm character, you will be resilient and appropriate even at the most testing of times. This will be reflected in your team, who like you, will be customer oriented and love tackling issues head on. You will be capable of working efficiently and effectively, both in a team and independently. Experience of working in a startup or FinTech environment is a plus, but not absolutely essential. Lastly, you will have outstanding communication skills in English and hopefully another major European language.

What we offer

  • High degree of autonomy
  • Crucial role in a highly motivated, talented team
  • Your choice of a new Mac or Windows laptop
  • Flat hierarchy and open communication
  • A stack of the most modern technologies
  • Probably the best cup of coffee in the neighbourhood

Sound good? Send us your application online, and we’ll get back to you soon