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Head of Customer Service - US

| Greater NYC Area

We are The Mobile Bank.
Our vision is to build a bank the world loves to use.
Technology and design empower everything we do.
N26 is Europe’s first Mobile Bank with a full European banking license. We have 2.3 million customers across 24 markets. Our team of over 700 employees in 3 locations is concentrated on reinventing the banking experience for the digital generation. Valentin Stalf and Maximilian Tayenthal founded N26 in 2013 and launched the initial product in early 2015. Since January 2015, N26 has been available for Android, iOS, and desktop. N26 has raised more than $500 million from investors including Insight Venture Partners, GIC, Tencent, Allianz X, Peter Thiel’s Valar Ventures, Li Ka-Shing’s Horizons Ventures, Earlybird Venture Capital, Greyhound Capital, Battery Ventures, in addition to members of the Zalando management board, and Redalpine Ventures.

As Head of Customer Service - US, you will lead the way in building and delivering best-in-class customer service in the US, our newest market, taking full charge of our customers’ journey and ensuring only the best is provided at every customer touchpoint.

Once here, you will...

  • Build and lead the launch project for our multi-channel US customer service team from the ground up
  • Create an employee experience that motivates our team to provide world-class customer service
  • Initiate the first class of Customer Service Specialists and provide training, operations and performance management support as we launch production
  • Manage key relationships with our outsourcing providers and vendors, including negotiation, business integration and SLA/KPI performance reviews
  • Aligning with HQ's global customer strategy, localize work-streams for US customer service including workforce management, data analysis, quality assurance and process improvement
  • Set, track and report on SLAs, KPIs and cost-to-serve to company management and conduct business reviews
  • Lead the development and update of policies and procedures to ensure consistent, high-quality operating standards

What you will bring along

  • Demonstrated experience with project, people and vendor management within customer service
  • In-depth knowledge of best-in-class customer service organizations and customer behavior and how to translate this into robust customer service processes and customer experience
  • Knowledge of digital companies and products, ideally in financial services and/or in a start-up or scale-up environment
  • Experience with CRM systems (e.g., Salesforce, Zendesk)
  • Outstanding people and business leadership skills, with a strong background of creating world-class customer experiences
  • Data is your friend! You drive success through analysis and numbers and aren't afraid to use these to develop reporting and make decisions
  • Excellent communication skills, both written and verbal

What we offer

  • Working with international, highly engaged peers
  • The opportunity to be a part of the digital banking revolution
  • Interesting organizational challenges to tackle as we startup and scale
  • Heading our US Customer Service leadership team
  • Getting things done attitude
  • Flat hierarchy and open communication
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • FlexFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

We are located near Penn Station and FIT. 29th St, between 7th and 8th.

An Insider's view of N26

What are some social events your company does?

We've had quite a few social events so far, from lunches and happy hours on rooftops to Escape the Room challenges here in our NYC office. In a particularly adventurous outing, the team went to Sleep No More at the McKittrick Hotel. We are a pretty adventurous bunch so we're always coming up with interesting ideas for places to go!

Amaan

Strategy & Operations Associate

What does your typical day look like?

In the mornings, our Berlin and NYC offices are available in both of our timezones. We usually catch up and hold meetings including daily stand-ups. The team typically grabs lunch together around noon. In the latter part of the day, it's usually distraction-free work time; I feel more productive later in the day, so this is great!

Foti

Senior Software Engineer

What are N26 Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
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