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Director of Customer Service Operations


About the opportunity

N26 is looking for an experienced Director/VP Customer Service Operations to support our mission and one of the central pillars of the N26 value proposition which is to offer the most reliable customer service standards and compliant AFC Operations regulations in banking globally. 

In this role, you will:

  • Own the strategies and processes within Service Experience, 1st LoD Anti-Financial Crime (AFC), Banking Ops, and potentially complaints management globally and establish best practices.

  • Create effective measurement tools to evaluate the effectiveness of internal and external processes and promote a data-driven culture

  • Refine our inhouse team and performance management practices and take them to best-in-class level

  • Refine and further develop our global customer service strategy, including learning and training delivery.

  • Own all outsourcing related activities and manage relationships with external partners and vendors

  • Be an inspiring leader who takes the team on a common journey, ensuring their development and growth.

  • Make Voice of Customer heard and acted upon in the company by partnering with other leaders across the business, including marketing and product, to ensure constant feedback based on customer insights to our product

  • Foster a continuous improvement ethos at all times to challenge the status quo and make improvements wherever possible.

What you need to be successful:

  • You have prior experience in working in a tech startup or growth company environment with profound knowledge in the banking / financial industry 
  • You have previously liaised with WoCos and have an strong understanding of German labor laws.
  • In-depth knowledge of best-in-class customer service organizations with a large employee base of 500+, as external and internal Director or VP level.
  • You have an analytical mindset and enjoy steering teams and operations with KPIs
  • Growth mindset with a strong hands-on attitude and the ability to adapt to a fast and volatile environment, this includes pulling up your sleeves to show that you know how to handle the jobs you talk about
  • Outstanding people and business leadership skills, with a strong background of creating world-class customer experiences
  • Excellent negotiation skills and experience with vendor management


  • You have strong interpersonal skills and you’re fluent/native in business-level
  • English; German language skills is a plus
  • You are agile, entrepreneurial, have strong bias for action, and thrive even if not all
  • processes and tools around you are perfect
  • You believe in lifelong learning and getting to the bottom of things
  • You strike the right balance between being analytical and empathetic
  • You are someone who moves at a fast pace and is still able to deliver operational excellence


  • Actively help yourself (and others) be successful.
  • Continuously learn and challenge the status quo.
  • Think globally, act locally.
  • Strong bias for action.
  • Give and receive open, direct and timely feedback.