Job Overview
Location
Remote / Düsseldorf
Job Type
Full-time
Category
Customer Success
Date Posted
April 15, 2026
Full Job Description
📋 Description
- • Lead and develop a team of Customer Management specialists to ensure exceptional service delivery and customer satisfaction across auxmoney’s lending platform.
- • Oversee daily operations including case handling, escalation management, performance monitoring, and process optimization to maintain high service standards.
- • Collaborate with product, risk, and compliance teams to align customer interactions with business goals and regulatory requirements.
- • Coach and mentor team members through regular feedback, training, and career development planning to foster growth and engagement.
- • Analyze customer feedback and service metrics to identify trends, drive continuous improvement, and enhance the overall customer journey.
- • Represent the customer voice in cross-functional initiatives, advocating for process improvements that reduce friction and increase retention.
- • Ensure adherence to internal policies, SLAs, and quality benchmarks while maintaining a customer-centric culture.
- • Support recruitment, onboarding, and scheduling to maintain optimal team coverage and service levels.
🎯 Requirements
- • Proven experience in team leadership or supervisory roles within customer service, customer success, or client-facing environments.
- • Strong understanding of customer lifecycle management, particularly in financial services, fintech, or lending industries.
- • Excellent communication and interpersonal skills, with the ability to motivate teams and manage stakeholder relationships effectively.
- • Analytical mindset with experience using customer service metrics (e.g., CSAT, NPS, FCR, AHT) to drive performance improvements.
- • Proficiency in CRM systems and customer service tools; familiarity with ticketing platforms like Zendesk or Salesforce Service Cloud is a plus.
- • Fluency in German and English, both written and spoken, to support local and international customer interactions.
🏖️ Benefits
- • Hybrid work model with flexibility to work remotely or from the modern auxmoney office in Düsseldorf.
- • Opportunities for professional growth through internal training, leadership development programs, and career progression paths.
- • Competitive salary package supplemented by performance-based bonuses and company-wide success sharing.
- • Comprehensive health and wellness benefits, including mental health support and access to fitness resources.
- • Generous vacation entitlement plus additional days for personal development or volunteering initiatives.
- • Regular team events, inclusive company culture, and a strong focus on work-life balance and employee well-being.
Skills & Technologies
About auxmoney GmbH
auxmoney is a leading European online lending marketplace that connects private borrowers with private investors. Founded in 2007, the company facilitates peer-to-peer loans, offering a transparent and efficient alternative to traditional banking. auxmoney leverages technology and data analytics to assess creditworthiness and match borrowers with suitable investors. Their platform serves individuals seeking personal loans for various purposes, from debt consolidation to financing significant life events. By democratizing access to credit and investment opportunities, auxmoney plays a significant role in the fintech landscape, promoting financial inclusion and innovation within the lending sector.
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