Team Lead Customer Service & Experience (m/w/x)

About FINN

At FINN, we are building the future of mobility by making car subscriptions more seamless and sustainable than ever before. As Germany's leading platform and fastest-growing startup, we offer you the opportunity to take true ownership and scale a business that is changing how people move. You’ll be joining a high-performing team of 350+ colleagues from 50+ nations and we’re just getting started! More information: www.finn.com

Your Role

As Team Lead Customer Service, you will drive the scaling of our customer service and shape how we define Customer Experience (CX) at FINN. You will be responsible for the day-to-day operations and confidently guide your team of 5 to 10 agents through our scale-up phase. In this role, you will proactively build scalable processes and ensure that our service quality remains at an excellent level even during rapid growth. You work data-driven and use KPIs as an active foundation for management. Your day will be a mix of 1:1s with your agents, steering based on performance data and quality assurance, as well as handling escalation management for tricky cases. Additionally, you will closely collaborate with Product, Tech, and other departments to address challenges within your area early on and drive process improvements. You will report to the Head of Customer Service and, together with her and your three team lead colleagues, shape the strategic development of Customer Service at FINN.