Team Lead Client Service (FinTech)

Location: Berlin, Germany; opportunity to work from abroad is available, with international relocation support if required.

Company

hirify.global is a digital investment and banking platform offering brokerage, wealth management, savings, lending, private equity, and exchange services across Europe.

What you will do

• Lead the client service team across hiring, onboarding, development, and performance evaluation.
• Translate departmental KPIs into transparent goals and steer daily operations as volumes change.
• Analyze performance data, identify root causes, and implement operational strategies.
• Own service quality and collaborate with Quality Assurance and Learning & Development specialists on coaching and knowledge improvement.
• Convert client feedback into requirements and process improvements that reduce contact volume.
• Coordinate stakeholder communication during incidents and keep the team aligned on updated workflows.

Requirements

• Experience in leadership, management, or a senior operational role within a client-facing environment.
• Experience in financial services, fintech, or banking is preferred.
• Strong analytical skills, including data interpretation, performance reporting, and strategy development.
• Experience with performance reviews, development plans, continuous improvement, process optimization, and quality ownership.
• Fluent English in written and spoken communication is required.

Nice to have

• Experience in tax.
• Italian or German language skills.

Culture & Benefits

• International, diverse, and inclusive working environment.
• Latest hardware and tools.
• Knowledge-sharing sessions, career development opportunities, and an individual education budget.
• Free German language classes.
• Attractive compensation, company pension scheme, and a 50% monthly contribution toward the Deutschland Jobticket.
• Broker PRIME+ subscription and discounted sports activities through Urban Sports Club.