Junior Customer Service Operations Manager (Complaints Management)

Join our Solution Management Team as a Junior Customer Service Operations Manager. In this role, you will support and process customer complaints and escalations, ensure compliance with regulations, draft customer-oriented responses, and contribute to operational improvement. You will have the opportunity to grow professionally within the team and enjoy a range of benefits including visa and relocation support, training budget, flexible working hours, and more.

Basic understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen interest in legal contexts

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

Responsibilities

• Support and process customer complaints and escalations from Germany and across Europe, ensuring compliant handling of cases in accordance with regulations.
• Draft clear, compliant, and customer-oriented responses in close coordination with senior team members, the Legal team, and the Data Protection Officer.
• Identify potential for operational improvement in daily workflows and actively contribute ideas for continuous optimization.

Requirements

• High self-motivation, eagerness to take ownership of individual cases, and a strong desire to grow professionally within the team
• High degree of self-responsibility, organizational talent, and a structured, reliable way of working
• Empathic and solution-oriented communication, especially when dealing with customers in sensitive situations
• Excellent German skills (C2 or native speaker) as well as fluent written and spoken English. Additional languages are an advantage
• A high level of integrity, reliability, and a customer-centric mindset
• Completed university degree or comparable training–ideally with a legal, business, or banking background
• First professional experience (e.g., internships, working student roles, or 1–2 years full-time) in complaint management, customer service, legal support, or compliance, preferably in a regulated environment (e.g., FinTech, banking, insurance)
• Ability to quickly grasp complex issues, analyze customer cases in a structured manner, and draw logical conclusions
• Enjoy working cross-functionally with Legal, Data Protection, and Fraud Management teams