Junior Customer Service Operations Manager

Who you are

• Completed university degree or comparable training–ideally with a legal, business, or banking background
• First 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)
• Basic understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen interest in legal contexts
• High self-motivation, eagerness to take ownership of individual cases, and a strong desire to grow professionally within the team
• Ability to quickly grasp complex issues, analyze customer cases in a structured manner, and draw logical conclusions
• Empathic and solution-oriented communication, especially when dealing with customers in sensitive situations
• High degree of self-responsibility, organizational talent, and a structured, reliable way of working
• Enjoy working cross-functionally with Legal, Data Protection, and Fraud Management teams
• Excellent German skills (C2 or native speaker) as well as fluent written and spoken English. Additional languages are an advantage
• A high level of integrity, reliability, and a customer-centric mindset
• We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

What the job involves

• 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
• Subsidised Urban Sports Club Membership
• Company Pension Scheme
• Team Events