Team Lead Customer Service & Experience (m/w/x)
FINN auto
Job Description
Your Role
As Team Lead Customer Service, you will drive the scaling of our customer service and shape how we define Customer Experience (CX) at FINN. You will lead, coach, and inspire a high-performing team of 5 to 10 agents, balancing data-driven steering and operational excellence with strategic process improvements. Collaborating closely with Product, Tech, and the Head of Customer Service, you will proactively build scalable processes to ensure our service quality remains exceptional during our rapid hyper-growth phase.
Your Mission
People Leadership & Development: You will own the professional and personal growth of your team members through individual coaching, regular feedback sessions, and clear development plans, while actively driving the recruitment of new talent.
Data-Driven Steering: You will confidently manage team performance based on core KPIs (such as CSAT, First ...