Head of Customer Service Germany (w / m / d)

Are you looking to leave an impact on the financial lives of hundreds of thousands of families across Germany? - Here\'s your opportunity!

Nordnet is a leading pan-Nordic digital platform for savings and investments. Ever since we started 25 years ago, our purpose has been to democratize savings and investments. Through innovation, simplicity, and transparency, we challenge traditional ways in the financial industry, and give private savers access to the same information, tools and services as professionals. Our ambition is to inspire, encourage and enable people to take their savings to the next level.

Now we\'re on a mission to transform how people save and invest across Europe. We\'re building something from the ground up - and we\'re looking for a hands-on, forward-thinking Head of Customer Service to launch and lead our German team ahead of our market debut in 2026.

Are you looking to leave an impact on the financial lives of hundreds of thousands of families across Germany? - Here\'s your opportunity!

We value experimentation and continuous improvement. With an impartial approach, we welcome new ideas to boost our progress. Sharing knowledge and learning from our setbacks is part of the game. We have the courage to ask questions and admit that we do not have the answer, all the time. We believe that straightforward and transparent communication builds trust and inclusion.

Culture is built and cared for, each day by everyone. We\'re proud of ours. Having a flat organization where anyone can talk to anyone creates a warm and friendly atmosphere worth protecting. We believe in a culture where every effort counts and where everyone is being recognized. A culture embracing our core values – passion, simplicity and transparency on all levels, no matter who you are or what you do.

In brief

As our Head of Customer Service in Germany, you will be one of our most strategic hires. You won\'t just be running a team - you\'ll be building it from scratch. From hiring and onboarding to process design and daily operations, you\'ll play a crucial role in defining how we deliver a top-tier customer experience in the German market.

You\'ll work closely with our cross-functional Nordic teams to build seamless and scalable customer service operations.

About your team :

We are setting up a customer service team in Germany, which will be led by you. You\'ll be working alongside driven, collaborative, and customer-obsessed professionals with diverse backgrounds in finance, tech, and communications.

Managing day-to-day operations, including customer calls and queries

Ensuring high performance during varying workload periods and maintaining team stability over time

Work cross functional for strategic planning, execution, and continuous improvement, translating goals into action and fostering adaptability.

Serve as the internal advocate for our customer, providing feedback to our Product teams.

Implement and optimize systems for efficiency, autonomy, and continuous improvement, integrating new technologies to reduce manual effort.

This is part of the role

You\'ll be responsible for building, training, and leading the customer service team. This is a player-coach role : you\'ll be in the trenches with your team, while also shaping long-term strategy, operations, and automation.

From day one, you\'ll design and implement workflows, tools, and processes from scratch, leveraging AI and automation to drive efficiency and customer satisfaction - all to establish a foundation for a scalable and high-performing function.

You\'ll ensure we stay in compliance with local regulations and GDPR, while serving as the voice of the customer internally - providing actionable insights to guide product and operational decisions.

Working closely with Product Managers and cross-functional teams in our organisation in Stockholm, you\'ll take a hands-on approach across a broad range of service areas.

You are a natural leader and team builder who thrives in ambiguity and feels comfortable rolling up your sleeves - ready to build from scratch, not just refine existing systems. A resilient problem-solver who can adapt to fast-changing environments and high-pressure moments. The key to your success is your skills to network and to have the ability to align with stakeholders in a matrix organization

You are a customer advocate who genuinely enjoys helping people and improving their experience. You have a strong knowledge of AI solutions and how to use them for scalable service delivery. You are familiar with financial services.

We are looking for someone who has

• University degree preferred
• Basic understanding of legal frameworks (e.g., GDPR, complaint handling)
• Background in high-growth, fast-paced environments is a strong plus
• Strong hands-on experience with customer service platforms and process automation
• Have experienced with workflow design, customer service tools, and automation platforms (bonus if from a bank or similar setup)

We offer you the opportunity to work in a great team in Germany in our new office located in Frankfurt, Central Banking District . This is a hybrid work model. You will be part of a friendly Nordic environment with a strong focus on innovation, product development and technology. We are proud of the friendly and humble environment and commit to our goals as a team.

We are 900 employees in Stockholm, Oslo, Helsinki and Copenhagen and soon in Germany.