Team Lead Client Service (m/f/x)

ScalableGmbH; Berlin; Hybrid; EUR 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Relocation support

German language classes

Education budget

Company pension scheme

Urban Sports Club

Deutschland Jobticket 50%

Prime+ Broker subscription

Zusammenfassung

Scalable Capital is seeking a senior operations leader to guide a client-facing team in delivering high-quality service and efficient processes. You will translate departmental KPIs into clear goals, supervise performance and development, and own the domain area with a focus on continuous improvement.

You will coordinate with QA, Learning & Development, and stakeholders during incidents to keep workflows aligned and reduce contact volumes while driving customer satisfaction and scalable growth.

Qualifikationen

• Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within financial services, FinTech, or banking.
• Strong analytical capabilities, comfortable with data interpretation, regular performance reports, and translating insights into actions.
• Empathetic yet performance-driven leader who motivates teams and conducts structured development plans.
• Focus on continuous improvement, process optimisation, and quality ownership to improve client experience.
• Experience in tax is a plus, but not required.
• You are fluent in English; additional languages (e.g., Italian or German) are a strong plus.

Aufgaben

• You lead your team through their entire lifecycle, from partnering with Recruiting for hiring and onboarding to ongoing development and performance evaluation.
• You drive daily operational steering by translating KPIs into goals, performing root-cause analyses, and handling shifting volumes.
• You own service quality, collaborating with QA and Learning & Development to close knowledge gaps via coaching and feedback.
• You act as domain owner for your topic, turning client feedback into actionable requirements and process improvements to reduce contact volume.
• You manage stakeholder communication during incidents, ensuring alignment on updates and workflows.

Kenntnisse

Leadership

Analytical skills

People management

Performance reviews

Process improvement

Data interpretation

Stakeholder communication

Jobbeschreibung

Scalable Capital is a leading digital investment and banking platform with a full banking licence, empowering people across Europe to shape their own finances. Scalable Broker makes it easy and affordable for clients to invest professionally in stocks, ETFs, cryptocurrencies, and derivatives, as well as set up savings plans. Scalable Wealth, the digital wealth management service, offers clients professional investment in ETF portfolios, and is also adopted as a white-label solution by banks and other B2B partners. The company’s offerings are rounded off by attractive interest rates, loans, and private equity. With the European Investor Exchange, Scalable Capital offers an exchange specifically for retail investors. Over one million clients have already entrusted more than €50 billion to the platform.

Founded in 2014, Scalable Capital now employs over 700 people across Munich, Berlin, Vienna, Milan, and London. Together with the founding and management team, including Erik Podzuweit and Florian Prucker, they are working on a new generation of financial services.

Visit our finance blog or check out our Social Media channels to find out what our Expert Teams have to say.

Our Company Values guide us every day in how we work and collaborate. To learn more about them, you can find our values here (English).

Job Description

• 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.

Qualifications

• 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.

Additional Information

• 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

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