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, empowering everyone to shape their financial future. Our services include:

• Scalable Broker: An easy and affordable platform for investing in stocks, ETFs, and setting up savings plans.
• Scalable Wealth: Digital wealth management offering professional ETF portfolios, adopted as a white-label solution by B2B partners.
• European Investor Exchange (EIX): A stock exchange for retail investors in Europe.

Founded in 2014, with over 500 employees across Munich, Berlin, Vienna, and London, we manage more than 27 billion euros for over one million clients. Our team, led by Erik Podzuweit and Florian Prucker, is working on innovative financial services.

Visit our finance blog or social media channels to learn more about our Expert Teams. Our Company Values guide our daily work and collaboration.

Why Join Us?

• Be part of a leading FinTech platform: Join a dynamic company dedicated to transforming financial services and delivering exceptional client experiences.
• Shape Client Success: Play a pivotal role in our Client Success department, influencing client outcomes and contributing to our mission.
• Service Excellence: We prioritize personalized, impactful interactions to ensure a seamless investment journey.

Tasks & Responsibilities

• Manage a team of Team Leads within Client Success, ensuring quality, collaboration, and high performance.
• Act as a subject matter expert, driving 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 setups.
• Analyze service and client data to identify trends and inform decisions to improve quality and resource utilization.
• Collaborate with Managing Directors, providing updates on performance, challenges, and initiatives.

Minimum Requirements

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

What We Offer

• Be part of a fast-growing, impactful Fintech startup in Europe.
• Work with an international, diverse, and inclusive team creating innovative services.
• Modern office locations in Munich or Berlin, in vibrant neighborhoods.
• Latest hardware and tools to support your work.
• Opportunities for learning and growth through knowledge sharing and Education Budget.
• German language classes and (international) relocation support.
• Flexible vacation policy and options to work abroad.
• Attractive compensation, company pension scheme, and a 25% monthly contribution for the ‘Deutschland Jobticket’.
• Complimentary PRIME+ Broker subscription and no order commissions.

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