Customer Operations Lead (Fintech)

TL;DR

Customer Operations Lead (Fintech): Leading Customer, KYC, and AFC operations to ensure a compliant and reliable customer lifecycle with an accent on automation and regulatory compliance. Focus on redesigning workflows to eliminate manual work, steering SLAs, and collaborating with Product and Engineering teams to scale the brokerage platform.

Location: Hybrid (Germany). Must be based in Germany and work from the Berlin office at least 7 days per month.

Company

A Brokerage-as-a-Service platform providing API-first infrastructure to enable FinTechs, banks, and wealth managers to offer investment products.

What you will do

• Lead and coach a team of FTEs and working students across Customer, KYC, and AFC operations.
• Steer daily performance by managing SLAs, backlogs, cycle times, and quality standards.
• Own and evolve KYC and AFC operations, including onboarding, verification, and audit readiness.
• Partner with Product, Engineering, and Compliance to translate regulatory needs into scalable workflows and controls.
• Drive automation initiatives to eliminate manual work and reduce operational risk.
• Manage external vendors to ensure performance, scalability, and auditability.

Requirements

• Multi-year operations experience in a regulated environment (FinTech or Banking).
• Proven people leadership experience in coaching, hiring, and performance management.
• Strong track record in SLA steering, QA frameworks, and capacity planning.
• Experience in cross-functional stakeholder management with Product and Engineering teams.
• Fluency in both German and English is required.
• Must be based in Germany to support the hybrid work model.

Nice to have

• Professional experience in Brokerage operations.

Culture & Benefits

• Hybrid work setup with flexible hours (shared core hours from 12:00 to 16:00).
• Personal development support via regular mentorship and an annual learning budget.
• Workation policy allowing remote work from anywhere in the EU for up to 60 days per year.
• Practical perks including a sponsored Deutschlandticket and discounts on financial education.
• Inclusive culture with regular team events, breakfasts, and a strong discussion culture.