Service Delivery Lead (m/f/x) Client Success

Service Delivery Lead (m/f/x) Client Success

Full-time

Scalable Capital is a leading digital investment platform in Europe. The company empowers everyone to shape their financial future. Scalable Broker makes it easy and affordable for clients to invest professionally in stocks, ETFs, and other exchange-traded products and set up savings plans. Scalable Wealth, the digital wealth management service, offers clients professional investment in ETF portfolios and is also adopted as a white-label solution by renowned B2B partners. With the European Investor Exchange (EIX), Scalable Capital offers a stock exchange for retail investors in Europe. Over 27 billion euro is held on the platform by more than one million clients. Founded in 2014, Scalable Capital employs more than 500 people across Munich, Berlin, Vienna, and London. Together with the founding and management team around Erik Podzuweit and Florian Prucker, they are working on a new generation of financial services.

Visit our finance blog or check out our social media channels to learn what our Expert Teams have to say.

Our Company Values guide us daily in how we work and collaborate. To learn more about them, see our values here (English) .

Why Join Us

• Join a leading FinTech Investment Platform: Be part of a dynamic and innovative company transforming the financial services landscape while delivering exceptional client experiences.
• Shape the Future of Client Success: Play a pivotal role in shaping our Client Success department, influencing client outcomes and contributing to our mission of delivering outstanding financial services.
• Commitment to Service Excellence: We prioritize personalized, impactful interactions with our clients to ensure a seamless and rewarding investment journey.

Tasks & Responsibilities

• Manage a team of Team Leads within the Client Success department, ensuring quality, collaboration, and high performance across all teams.
• Serve as a subject matter expert in your functional areas, driving continuous development of tools, processes, and client experience.
• Develop and implement service delivery strategies aligned with company goals, establishing standards for daily operations.
• Own escalations, client issue resolution, and operational risk topics within your area.
• Represent the Client Success department in process, organizational, and operational setup.
• Analyze service and client data to identify trends and drive evidence-based improvements.
• Collaborate with and report to Managing Directors of Client Success, providing regular updates on performance, challenges, and initiatives.

Minimum Requirements

• Several years of experience in client-facing operations or service leadership roles (e.g., in financial services, client success, or support).
• Proven expertise in relevant functional areas such as trading operations, security operations, payments processing, account processes, or client lifecycle management.
• Exceptional leadership, communication, and motivation skills across multiple teams.
• High resilience and ability to manage change and ambiguity with structure and composure.
• Strong analytical and problem-solving skills, comfortable with KPIs and data analysis.
• Hands-on, proactive problem-solving mentality.
• Business fluency in German and English (written and spoken).

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