[Hiring] Team Lead Client Service @Scalable GmbH

Role Description

You lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.

• Drive the daily operational steering of your team by translating departmental KPIs into transparent goals.
• Conduct root-cause performance analyses and implement strategies to handle shifting volumes.
• Own the service quality within your team, collaborating with Quality Assurance and Learning & Development experts.
• Close knowledge gaps through targeted coaching, shadowing sessions, and actionable feedback.
• Act as the domain owner for your specific topic area, translating client feedback into actionable requirements.
• Implement proactive process improvements to reduce contact volume.
• Manage stakeholder communication during incidents, ensuring team alignment on updates and workflows.

Qualifications

• Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally in financial services, FinTech, or banking.
• Strong analytical capabilities, comfortable with interpreting data and compiling performance reports.
• Ability to translate statistical insights into actionable strategies.
• Empathetic yet performance-oriented leader, skilled in motivating teams and conducting structured performance reviews.
• Experience in creating development plans to retain high-potential talent.
• Keen eye for continuous improvement, process optimisation, and quality ownership.
• Fluent in English, both written and spoken; additional language skills (Italian or German) are a strong plus.

Benefits

• Be part of one of the fastest-growing Fintech startups in Europe, creating innovative services that impact customers' lives.
• Work with an international, diverse, inclusive, and ever-growing team.
• Access to the latest hardware and tools for productivity.
• Learn and grow through in-house knowledge sharing and career development sessions.
• Individual Education Budget for personal development.
• Free German language classes to experience German culture firsthand.
• International relocation support if required.
• Opportunity to work from abroad.
• Attractive compensation package and company pension scheme.
• Monthly contribution of 50% for the ‘Deutschland Jobticket’.
• Complimentary subscription to Scalable Capital's PRIME+ Broker.
• Flexible and discounted sports activities with Urban Sports Club.