Team Lead Client Service (m/f/x)

In this role you lead the HR team to support scalable growth, partnering with Recruiting and ensuring smooth onboarding, development, and performance management. You translate KPIs into clear objectives, drive quality through QA and L&D collaboration, and own domain improvements to reduce client contact volumes. You’ll manage incident communications and keep stakeholders aligned on workflows. This is a hands-on, impact-driven leadership position in a fast-growing fintech environment.

• international relocation support
• work from abroad option
• competitive compensation package
• company pension scheme
• Education Budget for learning and development
• German language classes

• Lead the team through hiring, onboarding, development, and performance evaluation lifecycle
• Translate departmental KPIs into transparent goals and drive data-informed strategies for volume changes
• Own service quality by collaborating with Quality Assurance and Learning & Development to close knowledge gaps
• Act as domain owner, turning client feedback into actionable requirements and process improvements
• Manage stakeholder communication during incidents to ensure alignment on updates and workflows

• Proven leadership/management experience in a client-facing environment, ideally in financial services/FinTech/banking
• Strong analytical abilities; comfortable interpreting data and producing performance reports
• Empathetic, performance-oriented leadership with ability to motivate and develop talent
• Focus on continuous improvement, process optimization, and quality ownership
• Tax experience is a plus but not required
• Fluent in English (written and spoken); additional languages like Italian or German are a plus

• empathetic leadership
• data-driven decision making
• coaching and development of staff
• data interpretation
• regular performance reporting
• root-cause analysis