(Junior) CS Operations Manager- Complaints Management (m/f/d)

Responsibilities

Our talent team is representing a confidential fintech organization seeking a Junior CS Operations Manager focused on Complaints Management. In this role, you will:

• Manage customer complaints independently and promptly, maintaining professionalism and solution-oriented communication even in high-frequency, challenging situations
• Conduct root cause analysis to systematically identify operational weaknesses and drive sustainable process improvements
• Make informed decisions regarding goodwill arrangements within established guidelines to achieve fast, satisfactory resolutions
• Craft clear, empathetic responses that are comprehensive and regulatory compliant
• Identify and assess risks early, supporting mitigation of potential operational or legal issues
• Coordinate across departments including Product and Operations to resolve complex cases quickly and in a customer-friendly manner

What We're Looking For

• Completed training in banking, insurance, legal, or comparable fields
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries—ideally within financial services or a comparable regulatory environment
• Strong understanding of de-escalation strategies and ability to communicate complex issues clearly and constructively
• Proven ability to prioritize effectively under high ticket volumes while meeting Service Level Agreements (SLAs)
• High sense of responsibility, teamwork skills, and proactive problem-solving approach
• Fluent written and spoken German; good English skills required (additional languages are a plus)
• Strong IT proficiency, particularly with Google Workspace and Zendesk

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client directly—all communication and coordination will be managed through our team to ensure the best outcome for your application.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We encourage applications from candidates of all backgrounds and experiences.