Customer Service Manager (m/f/d)

Job description

Job description

We are looking for:

A new team member for one of our portfolio companies in Berlin's FinTech-sector which is modernizing the industry with a mobile-only application that makes financial investments accessible to everybody.

What will keep you challenged?

  • Managing a team of up to 15 customer service experts and be their inspiration for daily achievements
  • Providing helpful advice in process, product and organization of work and enabling your direct reports to personal and professional development
  • Conducting regular feedback sessions with your team to maintain awareness of individual performance and quality
  • Collaborating closely with other support functions of the customer service such as Knowledge Management, Trainers, Subject Matter Experts, Workforce Management and Quality Assurance to ensure continuous optimization
  • Keeping track of the development of typical customer service key performance indicators and help to make strategic decisions to constantly maintain service levels
  • Designing, evaluating and aligning processes across markets and help to implement new tools and responsibilities to our existing service structures
  • Being a leader in high peak times and tackle all sorts of tasks with confidence and no hesitation
  • Implementing valuable feedback from the team to help our customer service remaining a desirable work space
  • Monitoring and managing team performance in e-mail, phone and chat operations across different markets
  • Maintaining regulatory requirements to documentation, knowledge preservation and process design

Which traits contribute to your success?

  • Minimum of 1 year work experience in a leadership role with at least 5 direct reports, preferably in a customer service environment
  • Professional goals are determined by a high level of customer centricity and vision for excellent customer service
  • Authentic personality and the ability to give, receive and implement feedback will make you a desirable point of contact for your team
  • Experience with Zendesk or similar Customer Service Tools, as well as GSuite and MS Office are the basis for your daily doings
  • Excellent communication skills in English are required, additional languages are a big Plus
  • Collaborative, communicative and proactive approach fits into our every day, ownership to you is not just a term in leadership workshops
  • Knowledge in banking, trading and regulatory will enable an easier start

What to expect working with our portfolio company:

  • Make a true impact in the FinTech industry by joining an emerging startup in their internationalization phase
  • Well equipped and modern office in the heart of Berlin
  • Transparent culture with flat hierarchies where every person is highly valued
  • Thrive from an inspiring, creative, and diverse environment with amazing and smart colleagues from all over the world
  • Having fun together as a company with regular team events
  • Getting challenged and developing your professional skills by taking over responsibilities from day one
  • Choose from a variety of drinks and healthy snacks available to keep you energized throughout the day
  • Being part of an instant network within the Project A family with access to regular events, knowledge sharing, and meetups

Do you want to be part of our portfolio company's success story?
We are looking forward to your online application.

Project A is an operational venture capital firm that invests in early stage companies from a variety of industries such as digital health, robotics, and mobility amongst others. Our portfolio includes over 60 companies with different business models including B2C, B2B, SaaS, e-commerce and more. Within our company of over 100 professionals, over 15 teams offer their direct support to our portfolio companies with software engineering, marketing, sales, business intelligence and many other fields. In 2020 Project A was named Germany's best VC by Business Insider magazine.

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