Team Lead Customer Support (m/f/d), Banking - DE

Shine is the financial copilot for entrepreneurs and small business owners. Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin. Part of something bigger Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium. Your hiring experience matters Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you. About the Role Kontist is the banking and tax solution for the self-employed and freelancers in Germany. As Team Lead Customer Support, you lead our support team, ensure best-in-class care for our customers, and make sure service requests are handled quickly, empathetically, and with a solution-oriented mindset. You are the interface between customers, the team, and internal functions (Product, Banking Operations, Tax Service). 👀Your Mission as a Team Lead Customer Support Build, develop, and scale a high-performing Customer Support team that delivers exceptional customer experiences, drives customer satisfaction and retention, and ensures support operations remain efficient, scalable, and customer-centric as the business grows. What You'll Do Lead, coach, and develop the Customer Support team, fostering a high-performance culture through effective onboarding, continuous feedback, and career development. Oversee daily support operations, including workforce planning, shift scheduling, and resource allocation to ensure consistent service across all customer channels (email, chat, and phone where applicable). Monitor, analyze, and continuously improve key support metrics, including response and resolution times, Customer Satisfaction (CSAT), and First Contact Resolution (FCR). Own and resolve complex customer escalations, ensuring timely, customer-focused outcomes. Identify opportunities to optimize support workflows, knowledge management, and automation to improve efficiency and scalability. Partner closely with Product, Banking, and other cross-functional teams to transform customer feedback into meaningful product and process improvements. Deliver regular performance reporting and actionable insights to leadership, using data to drive operational excellence and informed decision-making. 📋 About you Several years of experience in Customer Support, Customer Care, or Customer Success, including experience leading or mentoring a team. Strong leadership, communication, and coaching skills, with a genuine passion for delivering outstanding customer experiences. A structured, analytical, and solution-oriented mindset with a continuous improvement mentality. Experience working with customer support platforms such as Zendesk, Intercom, or similar tools. Strong understanding of support operations, KPI management, and performance reporting. Native-level German and professional proficiency in English. Nice to Have Experience in a fintech, banking, or SaaS environment. Familiarity with self-employment, bookkeeping, accounting, or tax-related topics. Proven experience building, scaling, or transforming customer support teams in a fast-growing organization. Our recruitment process 1️⃣ 30' call with Talent Acquisition 2️⃣ 45' interview with Hiring Manager 3️⃣ 60' business case presentation to highlight your skills and give you a hands-on feel for the role 4️⃣ A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine What we offer Impact: This team is foundational to ensuring multiple aspects of Shine’s business is operating as the best on the market. Ownership: Join a team and help shape its mission just as it’s getting started, with support from experienced leaders. Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools. Equal Opportunity Employer We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.