Junior Customer Service Operations Manager (Complaints Management)

• We are looking for a dedicated and competent professional to strengthen our team in the area of Solution Management EU, Customer Service
• In this role, you will take on complaint handling, primarily for our German-speaking markets. Do you have a knack for de-escalation, work in a structured manner, and keep an overview even in challenging situations? If you want to drive complex cases forward in a solution-oriented manner and enjoy a constructive error culture, we look forward to receiving your application!
• Complaint Management: You will handle customer complaints independently and on time. In doing so, you act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment
• Root Cause Analysis & Optimization: You systematically analyze the reasons for complaints in order to identify operational weaknesses and initiate sustainable process improvements
• Solution Orientation: You make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve a fast and satisfactory solution for our customers
• Quality Communication: You craft clear, empathetic, and comprehensive responses to complaints and ensure that every response is also regulatory compliant
• Risk Assessment: You identify potential operational or legal risks at an early stage and support their minimization
• Interface Management: You coordinate closely with internal departments (e.g., Product, Operations) to resolve complex issues quickly and in a customer-friendly manner

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

• Completed training, ideally in banking or insurance, the legal field, or comparable areas
• Minimum C1 fluency (written and spoken) in both English and German is required. Any additional language skills are a strong plus
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries – ideally in the financial services industry or a comparable regulatory environment
• Good IT skills (especially Google Workspace, Zendesk)
• A strong ability to prioritize correctly even with high ticket volumes and to comply with Service Level Agreements (SLAs)
• A high sense of responsibility, teamwork skills, and a proactive approach to problem-solving
• Strong understanding of de-escalation strategies as well as the ability to communicate complex issues in an understandable and solution-oriented manner
• If you’re excited about this role but don’t meet every requirement, we still encourage you to apply