About the role
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 lead, coach, and inspire a high-performing team of 5 to 10 agents, balancing data-driven steering and operational excellence with strategic process improvements. Collaborating closely with Product, Tech, and the Head of Customer Service, you will proactively build scalable processes to ensure our service quality remains exceptional during our rapid hyper-growth phase.
Your Mission
People Leadership & Development: You will own the professional and personal growth of your team members through individual coaching, regular feedback sessions, and clear development plans, while actively driving the recruitment of new talent.
Data-Driven Steering: You will confidently manage team performance based on core KPIs (such as CSAT, First Response Time, and Resolution Time) and utilize reporting dashboards to derive concrete actions.
Process Optimization & CX Scalability: You will identify bottlenecks in the customer journey and implement scalable solutions that increase productivity while guaranteeing a first-class customer experience.
Cross-Functional Collaboration: You will collaborate closely with Product, Tech, and other departments to address operational challenges early on, driving process and tool improvements.
Advanced Escalation Management: You will handle complex escalation management for tricky customer cases and champion the integration of AI-driven tools with human expertise.
Strategic CX Contribution: You will work alongside your fellow peer team leads to make collective decisions, share strategic initiatives, and elevate the overall Customer Service landscape at FINN.
Your Profile
Must-have:
Proven Leadership Experience: Deep, proven track record of leading, mentoring, and developing teams, ideally within a dynamic startup, scale-up, or fast-paced customer service environment.
Strong Customer Service Background: Extensive experience in Customer Service and operations, with a thorough understanding of advanced escalation and complaint management.
Analytical & Data-Driven Mindset: Strong competency in steering teams through performance metrics (KPIs), using analytics and dashboards to drive structured, measurable improvements.
Language Skills: Fluent German skills (C2 level) and excellent English skills (at least C1 level) to successfully communicate and collaborate in our international environment.
Nice-to-have:
Advanced Tooling Expertise: Experience working with modern support and analysis ecosystems such as Zendesk, Looker, or workforce management tools like Assembled.
Change & Scale Management: Experience guiding teams smoothly through organizational shifts, priority changes, or high-volume growth phases.
WHY FINN
Shared Success (VSOP Equity Program): We win together. Through our Virtual Stock Option Program, you benefit directly from the long-term growth and success of FINN.
Fuel your Growth (1.500€ Development Budget): Standing still is not an option. With an annual development budget of 1.500€ for further training and seminars, you decide how you want to grow personally and professionally.
Family First (Childcare Subsidy & Flexibility): We support you and your family. Benefit from a monthly childcare subsidy, exclusive access to daycare spots in Munich, and maximum flexibility to balance work and family life stress-free.
Company Pension Scheme (bAV): We think about your future. FINN subsidizes your company pension plan with a strong employer contribution of 66%.
Experience our Product (25% Car Subscription Discount): Become a FINN driver yourself! You will receive a generous employee discount of 25% on your car subscription or can alternatively take advantage of our attractive bike leasing scheme.
Health & Mindset (Sports & Wellbeing): Your energy is our drive. Benefit from a subsidized EGYM Wellpass membership for fitness and sports, as well as professional mental health support.
Munich Office Life: Barista-style coffee, matcha, and the legendary fruit basket await you at our modern headquarters in Munich. On top of that, there is a daily allowance for your lunch (lunch subsidy).
Team Spirit & Corporate Events: We are more than just colleagues. Whether it's summer events by the lake or simply a relaxed after-work drink. We celebrate our milestones together at regular team events.
About Us
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
Equal Opportunities for Everyone
FINN is an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status, or any other legally protected characteristics.
Ready for the future of mobility? Apply now!
Come on board and become part of our Hyper-Growth Story!
Your first point of contact is Luisa - we keep things moving fast and guide you every step of the way. Everything you need to know about our hiring process and company culture is in our Careers @FINN.
