Team Leader, Customer Management

auxmoney

Team Leader of Customer Management driving operations and team performance in a digital lending platform. Leading teams in Düsseldorf or remote across Europe with a focus on customer experience.

Posted 6/24/2026full-timeRemote • 🇩🇪 GermanySeniorWebsite

About the role

Key responsibilities & impact

Day-to-day leadership: You lead a team of up to ten colleagues in telephone (inbound/outbound) and written communication and act as the primary contact in daily business.
Ownership of customer management processes: You take responsibility for the processes in your area and manage them in day-to-day operations with a focus on efficiency and the customer experience.
Performance and measures management: You are responsible for your team’s performance, work with KPIs and reports, and derive concrete measures to improve quality and productivity.
Process work and projects: You support process-related topics and take on projects in your area of responsibility from planning through implementation to evaluation.
Collaboration within the leadership setup: You work closely with other team leaders, supervisors and coaches/trainers to drive the development of the entire customer area.
Complaints, data protection and standards: You hold overall responsibility for complaints and data protection requests within your team and ensure that processes, legal requirements and relevant industry standards are consistently adhered to in daily operations.
Interface management: As a central interface to Legal, Compliance, ERM and other stakeholders, you coordinate complex cases and ensure that regulatory requirements are understood, correctly interpreted and continuously taken into account.
Change and digitalization: You actively drive change, for example through optimized workforce planning, standardized processes, increased telephony and outbound communication, and the expansion of digital self-service and AI solutions, while always keeping the needs of our customers and colleagues in focus.

Requirements

What you’ll need

Leadership experience: You have at least two years of disciplinary leadership experience in a contact center, customer service and/or collections.
Communication experience: You bring extensive experience in customer communication, both by phone (inbound/outbound) and in writing via email or ticketing systems.
KPI and quality management: You naturally work with metrics and reports, manage productivity and quality, and align commercial objectives with strong customer orientation.
Project and process competence: You have experience in project work, for example process implementation and monitoring, improvement cycles or tools, and bring topics to a structured conclusion.
Leadership and motivation: You demonstrate enthusiasm and a positive presence and succeed in engaging and motivating your team even during demanding periods.
Confident communication: You adapt your communication to different personalities, remain composed in difficult situations and communicate openly and transparently.
Compliance and data protection awareness (plus): Ideally you have already worked with complaint processes and/or data protection requests and understand the importance of compliance, data protection and industry standards in an operational environment.

Benefits

Comp & perks

Flexibility for your life: Enjoy family-friendly working hours and a generous home office policy so you can remain agile and flexible in any life situation.
Ergonomic work environment: For your days in the office we provide ergonomic workstations that offer a comfortable and healthy working environment.
Autonomous working: Short decision-making paths allow you to work independently and contribute your ideas. With us you have space to take responsibility.
Grow with us: Develop your potential with numerous opportunities for influence and development as well as an annual development budget to achieve your professional and personal goals.
Shared fun: Team spirit is important to us. We regularly organize events and parties where fun is guaranteed.
Mobility of your choice: Whether a train pass or a parking space, we support you in choosing your preferred mobility.
Stay active: Keep fit with a discounted membership at Fitness First or Urban Sports Club or use our on-site gym to stay active after work and strengthen your work–life balance.
Secure your future: Think about your future too. We offer contributions to company pension schemes so you can plan long-term with us.
Individual offers: We take your personal life situation into account. Whether you are a parent or enjoy travelling, we offer tailored options that fit your life.

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI managementquality managementproject managementprocess implementationdata protectioncomplaint managementcustomer managementperformance managementtelephonydigital self-service

Soft Skills

leadershipcommunicationteam motivationcustomer orientationproblem-solvingadaptabilitycomposuretransparencycollaborationenthusiasm