Junior Customer Service Operations Manager (Complaints Management)

• In our Solution Management Team within Customer Service, we consolidate expertise for complex customer concerns, legal inquiries, and complaint cases. Together we ensure that our customers receive the best possible support while simultaneously meeting all regulatory requirements
• Support and process customer complaints and escalations from Germany and across Europe under guidance and independently over time
• Ensure the compliant handling of cases in accordance with BaFin regulations, GDPR, and internal guidelines
• Assist in the daily screening of inquiries, prioritize them based on urgency, and prepare them for efficient processing
• Draft clear, compliant, and customer-oriented responses in close coordination with senior team members, the Legal team, and the Data Protection Officer
• Gather and consolidate information from internal departments and external partners to ensure smooth case resolution
• Support the processing and tracking of data protection inquiries from European customers in accordance with GDPR
• Assist in assessing fraud cases, documenting risks, and supporting the implementation of mitigation measures
• Identify potential for operational improvement in daily workflows and actively contribute ideas for continuous optimization
• Actively participate in knowledge sharing within the team and continuously build subject matter expertise

Benefits

• Visa & Relocation Support
• 1,700 EUR Training Budget
• Free Choice of Hardware
• Beginner German Classes
• Food & Drinks
• Flexible working hours, home office and 28 vacation days
• Company Pension Scheme
• Team Events
• Subsidised Urban Sports Club Membership

High self-motivation, eagerness to take ownership of individual cases, and a strong desire to grow professionally within the teamHigh degree of self-responsibility, organizational talent, and a structured, reliable way of workingEmpathic and solution-oriented communication, especially when dealing with customers in sensitive situationsExcellent German skills (C2 or native speaker) as well as fluent written and spoken English. Additional languages are an advantageA high level of integrity, reliability, and a customer-centric mindsetCompleted university degree or comparable training–ideally with a legal, business, or banking backgroundFirst professional experience (e.g., internships, working student roles, or 1–2 years full-time) in complaint management, customer service, legal support, or compliance, preferably in a regulated environment (e.g., FinTech, banking, insurance)Ability to quickly grasp complex issues, analyze customer cases in a structured manner, and draw logical conclusionsEnjoy working cross-functionally with Legal, Data Protection, and Fraud Management teamsBasic understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen interest in legal contextsWe value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement,