Senior Customer Service Manager

N26 is seeking a motivated Sr. Manager US Customer Service to develop and lead our customer teams to best in class levels as we continue to grow in customer base across the US!

In this role, you'll Lead our in-house and external partner customer support teams, Drive performance management practices and take them to best-in-class levels and Partner with the global N26 Customer Service Operations organization to refine and further develop our global customer service strategy

With over $670 million raised, and a $3.5 billion valuation, one of the most valuable and well-funded FinTechs in Europe is about to break the US banking model.

If you can operate with a high degree of autonomy while collaborating globally; working with cutting edge technologies, and getting things done while striving for constant growth, personally and professionally; let's build banking technology that the world loves to use.

In this role, you will:

• Manage the seamless integration of our in-house operations with the external contact center network, and oversee and manage the external contact center on a day-to-day basis
• Work closely with our in-house and external teams to implement WFM/IDM, omni channel skill-based routing, and other service tools
• Support capacity planning needs by overseeing short and long-term forecasting processes, developing staffing plans and leading capacity planning meetings (in-house and externally)
• Play a crucial role in making sure the customer's voice is heard and that our internal systems, processes and workflows are compliant and efficient by establishing quality assurance processes and policies that will ensure that we are growing and scaling effectively
• Partner with other leaders across the business, including marketing and product, to ensure constant feedback based on customer insights to our product.
• Drive our First Contact Resolution, CSAT, and other metrics to best-in-class levels
• Motivate and inspire not just daily performance, but help our employees develop to be the best they can be. Whether it's providing honest feedback or extra help mentoring, you will be committed to help the person develop - not just perform

• Ideally 10+ years of experience in leading a customer service team in a call center environment preferably in Banking or Fintech environment with a strong background in creating world-class customer experiences
• In-depth knowledge of best-in-class customer service organizations with a large employee base
• Experience designing processes and systems that would support the growth and maturity of our CX teams
• In-depth knowledge and understanding of customer behavior and how to translate this into robust customer service processes and customer experience
• Demonstrated success in building, developing and motivating teams to increase productivity and effective teamwork
• Experience managing vendor relationships
• Experience with WFM/IDM and quality assurance
• Experience with CRM tools like Salesforce, Zendesk or Freshdesk.

• Ability to drive strategic projects in a complex global environment
• Strong leadership ability in order to develop and mold team members and build effective relationships across the company
• Advanced communication skills with ability to communicate at all levels of the organization

• Growth mindset with a strong hands-on attitude and the ability to adapt to a fast paced environment
• Possess a passion for CX excellence and going the extra mile to keep knowledge and skills up to date
• Comfortable working in a fast-paced environment
• Actively help yourself (and others) to be successful
• Continuously learn and challenge the status quo
• Give and receive open, direct and timely feedback

N26 has reimagined banking for today's digital world. Technology and design empower everything we do and it's how we are building the global banking platform the world loves to use.

Our app attracts over 10k new users every day, primarily through word of mouth. We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.