Head of Customer Support (d/f/m)

Solaris is a tech company with a full German banking license. Our Banking-as-a-Service platform enables businesses to offer their own financial products. With our straightforward APIs, our partners can access and integrate a wide range of solutions such as digital banking, payments, cards, identification and lending services. As a market leader we are driven by bringing transformational change to the financial services industry.

We love what we do and we love our team. We are 700+ people from over 70 nationalities - a unique blend of techies, fintech enthusiasts, bankers and entrepreneurs from various industries. Our routines are built around genuinely valuing and exchanging different perspectives as well as actively sharing knowledge as we drive our business as a team. We believe and invest in personal growth.

As the Head of Customer Support within Solaris Operations, you will work with a group of team leads and team members who put our Partners’ customers first. You ensure smooth problem resolution and timely communication with Partners and end customers. In addition, you will contribute to improving the processes and structures of the Customer Support Teams together with internal and external stakeholders.

Your Role 

• Provide disciplinary management of the customer service staff, including regular, documented performance reviews based on clear metrics and goals.
• Oversee the operational handling of all customer communications at all levels, including complaints, ensuring timely and effective resolutions.
• Manage and ensure proper oversight of external providers and partners.
• Maintain up-to-date process documentation and training materials, ensuring smooth operations across all workflows.
• Ensure adherence to regulatory requirements, especially within the Complaints Management Team, and address audit findings promptly.
• Drive and implement continuous process enhancements to optimize customer support.
• Lead internal training initiatives and track the results for sustained team development.
• Identify potential risks within the department and escalate them as necessary.

We'd love to see  

Depending on your level of experience, your responsibilities and scope of role will range. We don’t care much about fancy titles, but rather about real personal and professional development, as laid out in our learning framework. Let’s figure together out how you can contribute to our team.

• You completed training as a bank clerk or vocational training in financial services.
• You have at least 5 years of experience in banking, ideally in a customer-facing role.
• You are fluent in English and German language skills.
• You are proficient in Customer Relationship Management tools such as Salesforce or Zendesk.
• You have a high customer and service orientation.
• You have strong problem-solving abilities and a proactive, self-motivated attitude.
• You are flexible and resilient under pressure. Empathetic and credible, with the ability to resolve conflicts effectively.
• You demonstrate situational leadership, able to motivate, moderate, and organize a team.
• You are process orientation and analytical thinking.
• You have negotiation skills with the ability to make informed decisions.
• You are a strong communicator who can demand, appraise, and communicate performance clearly.

Benefits 

• We have a "remote-friendly" working arrangement
• Home office budget
• Learning & Development budget
• Transparent framework to support your career goals
• Competitive salary

While job ads usually paint an ideal picture of a candidate, studies show that most applicants meet an average of 60% of the criteria. Unfortunately, many promising candidates tend to apply only if they meet all the criteria. So if you think you have what it takes, but don't necessarily meet every single item in the job description, please contact us anyway. We'd love to talk with you and find out if you might be a good fit for us.

At Solaris, we are committed to nurturing an inclusive environment, where all Solarians feel valued, respected and supported. We are dedicated to building a diverse workforce that reflects the diversity of our communities. We are committed to equal employment opportunity regardless of color, ethnicity, religion, sex, origin, disability, marital status, citizenship, or gender identity. We are proud to be an equal opportunity workplace. If you have a disability or special need that requires accommodation, please let us know.

Information on data processing:

DE: https://www.solarisgroup.com/gdpr_notice_de
EN: https://www.solarisgroup.com/gdpr_notice_en

To all recruitment agencies: Solaris does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Solaris employees or any other venture in our ecosystem. Solaris is not responsible for any fees related to unsolicited resumes.