Team Lead Customer Service & Experience (m/w/x)

As Team Lead Customer Service, you will drive the scaling of customer service and shape how FINN defines Customer Experience (CX). You will lead, coach and inspire a high-performing team of 5 to 10 agents, balancing data-driven steering and operational excellence with strategic process improvements. Working closely with Product, Tech and the Head of Customer Service, you will build scalable processes to keep service quality exceptional during rapid hyper-growth.

Your Mission

• People Leadership & Development: Own the growth of your team through coaching, feedback and clear development plans, while driving recruitment of new talent

• Data-Driven Steering: Manage team performance on core KPIs (CSAT, First Response Time, Resolution Time) and use reporting dashboards to derive concrete actions

• Process Optimization & CX Scalability: Identify bottlenecks in the customer journey and implement scalable solutions

• Cross-Functional Collaboration: Work with Product, Tech and other departments to drive process and tool improvements

• Advanced Escalation Management: Handle complex escalations and champion the integration of AI-driven tools with human expertise

• Strategic CX Contribution: Work with peer team leads to make collective decisions and elevate the CX landscape

Your Profile

Must-have:

• Proven track record of leading, mentoring and developing teams, ideally in a dynamic startup or scale-up customer service environment

• Extensive experience in Customer Service and operations, including advanced escalation and complaint management

• Analytical, data-driven mindset - steering teams through KPIs, analytics and dashboards

• Fluent German (C2) and excellent English (at least C1)

Nice-to-have:

• Experience with modern support and analysis tools such as Zendesk, Looker or workforce management tools like Assembled

• Experience guiding teams through organizational shifts or high-volume growth phases