Head of Customer Support (m/f/d)

• Frankfurt-Eschborn
• Permanent employment
• Full-time

Your role:

As Head of Customer Support (m/f/d), you will be responsible for setting up, developing and operationally managing our customer service team. You ensure a first-class customer experience, optimize processes and develop a sustainable support strategy. You will work closely with the Product, Compliance and IT departments.

Your tasks:

• Establishment, management and further development of the customer support team
• Development and implementation of support strategies and processes for maximum customer satisfaction
• Monitoring and analyzing KPIs to continuously improve service quality
• Close collaboration with product and IT teams to optimize customer journeys
• Introduction and further development of automation solutions (e.g. chatbots, self-service portals)
• Ensuring compliance with regulatory requirements in customer support (e.g. data protection, consumer protection)

Your profile:

• Several years of experience in customer support, ideally in a fintech, e-commerce or payment company
• Management experience with teams in fast-growing companies
• Deep understanding of customer experience, customer success and support processes
• Experience with support technologies such as Zendesk, Freshdesk or comparable CRM tools
• Analytical and strategic mindset, combined with a hands-on mentality
• Strong communication and problem-solving skills
• Very good written and spoken German and English skills

What you can expect from BO1:

• A key role in a fast-growing fintech with great creative freedom
• The opportunity to build and scale an innovative support team from the ground up
• Flexible working models (remote or hybrid) and a modern corporate culture
• Further training opportunities and career development
• A motivated team with a passion for fintech and outstanding customer service

You’re ready for something new?

Would you like to become part of our mission and take the technical area to the next level?
level? Then send us your application including salary expectations and start date to jobs@bo1.de We’re looking forward to seeing you!

All information will be treated confidentially in accordance with the guidelines of the General Data Protection Regulation.