Team Lead Customer Service (m/w/d)

Client Enablement & Care (CEC) is the service unit for finanzen.net zero and finanzen.net. We assist our customers with all inquiries regarding securities accounts, securities trading, and our products – from everyday questions to complex matters and complaints. Our department is growing. We are developing structures, optimizing processes, and combining high service quality with modern technologies. In doing so, we rely on clear responsibilities, short decision-making paths, and leaders who not only accompany change but actively shape it. Our standard: Quality First. Human Always. AI Enabled. As a Team Lead Client Enablement & Care, you will assume professional and disciplinary leadership of a service team with a projected 10 to 12 employees. You will report directly to the Director Client Enablement & Care and play a key role in shaping the further development of our service organization. Your responsibilities: Leadership and employee development: You take over professional and disciplinary responsibility for your team. With clear expectations, regular feedback, and individual coaching, you promote performance, personal accountability, and personal development. You create an environment where people are happy to take responsibility and succeed together. Operational control and performance: You are responsible for the qualitative and quantitative performance of your team based on relevant KPIs such as service level, first-contact resolution rate, and quality.