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Client Experience Lead/ Senior (f/m/d)



Berlin, Germany
Posted on Friday, November 10, 2023

Upvest, founded in 2017, enables any financial institution to offer great investment experiences to its customers. Upvest is an investment firm regulated by the German supervision authority (BaFin). The company currently employs 160+ people across Europe with its headquarters based in Berlin, Germany.

The company is backed by the world’s largest venture capital funds and investors including Bessemer Venture Partners, BlackRock, Earlybird, HV Capital, Notion Capital, and ABN Amro Ventures, as well as by renowned fintech entrepreneurs (including Maximilian Tayenthal, founder of N26, and Felix Haas, founder of IDnow).

We’re looking for fintech enthusiasts to join us in creating the financial infrastructure of tomorrow. We’re building the first European Investment API to enable any financial institution offering a wide range of efficient and transparent investment products, such as stocks and ETFs in nominal, portfolio, and fractional form. Our mission and vision is to make investing as easy as spending money.

We’re based in Berlin but would consider hiring remotely in Germany for this role. If you do want to move to Berlin though, we’re happy to support your relocation.

Your mission:

Build and deliver best-in-class Client Experience

In your role as our future Client Experience Lead you own our B2B customer support set up and all daily business interactions with the clients, which include leading European fintechs like Revolut, Raisin and Plum. You have a strong builder mentality and demonstrable experience in building up customer support functions, including process optimization, tooling and reporting.

You will be part of the Upvest Operations team, and be a spider in the web between Product, Growth, Compliance and the back-office teams. You will be the primary contact and face of Upvest towards our live clients when it comes to their questions, concerns or issues and strive to delight them in all interactions.

Pro-active communication and coordination with clients and internal stakeholders to resolve requests and issues as fast as possible is your goal. You continuously seek to improve your domain, help your team members develop and grow and put a lot of value on accurate KPIs and reporting. You own and drive the OKR set up for Client Experience in line with the overall company direction.

To handle all of the above, you are well equipped to understand the nuances of the investment space with your proven knowledge of securities trading and post-trade. Through your daily interactions with the team, you will further deepen your understanding of modern investment infrastructure and become the first in line to answer complex client queries.

Set new standards in client collaboration and communication

With every new user and every new client, we get smarter. We discover new insights that can elevate our Client Experience.

You take the ownership in setting new standards for collaboration and communication, both internally and externally. You approach every client relation with a partnership mindset and understand our clients’ business needs to make the partnership a success.

You handle requests by clients with the relevant professional attitude and urgency, being able to juggle multiple priorities at the same time and take care that your team is prepared by setting clear processes and procedures.

Responsibilities, among others:

  • Build and manage a team of B2B customer support representatives, providing guidance, training, and mentorship to ensure excellent service delivery

  • Develop and implement efficient and scalable processes to handle an vastly increasing number of client requests

  • Collaborate with internal stakeholders, including Growth, Operations and Product to streamline workflows, automate processes, and enhance the overall client experience

  • Act as a subject matter expert, resolving complex client inquiries and escalations, and providing timely and accurate responses to ensure maximum client satisfaction

  • Proactively monitor client interactions and identify areas for improvement, proposing and implementing solutions to enhance efficiency and effectiveness

  • Develop and generate regular reports on customer support metrics, including response times, issue resolution rates, and client satisfaction scores, providing actionable insights to management

  • Foster a positive and collaborative team culture, promoting knowledge sharing, continuous learning, and professional development among team members

About you:

  • You have 7+ years of experience in client facing roles (ideally within Fintech, investments, banking or wealth), ideally within a B2B set up

  • You have previous experience within and strong interest into investments, securities trading and software-/infrastructure-as-a-service products (e.g., BaaS)

  • You have exceptional written and verbal communication skills in German and English

  • You are able to thrive in a dynamic and fast-paced environment

  • You have demonstrated people leadership skills, are able to communicate well with different stakeholder groups, and are not afraid to challenge assumptions internally or externally

  • You have a client-first mindset

  • You love solving problems with a pragmatic approach

  • You are proactive all-around and set a high standard for yourself and the team

  • You thrive in a setup where you can work autonomously, build your team and the organisation pursuing initiatives within or close to your ownership scope

It’s great if you have:

  • Previous experience in building or scaling a brokerage B2B or B2C customer support

  • In-depth understanding of regulatory processes along the investment value chain (e.g. KYC requirements, AML/ AFC, etc.)

    Why Upvest?

    • We're working on solving a hard problem: fixing the European securities financial infrastructure that empowers more people to be able to invest. You have the opportunity to contribute to this change.
    • We invest in you. From access to a personal coach, development budget and plenty of opportunities to grow in your role.
    • We take hiring seriously with a strong focus on keeping a high bar when interviewing (equally important is that we hire decent people, who are passionate about their craft and helping us achieve our shared mission).
    • While we're not quite fully-remote, we are committed to being a flexible employer, as we understand you don't have to be in the office to do your best work.
    • We live a culture of empowerment, trust (that we hire the best people and get out of their way) and openness (there's a greater advantage in sharing information than keeping it to ourselves).

    Our values:

    • Learn and grow. We aim high to shape our future. We give and request honest feedback knowing that we develop together. Progression over Perfection.
    • Team first. We make it easy for others. We value our differences and are open to others' opinions. We win and celebrate together! Team over Egos.
    • Own the outcome. Whether we win or we lose, we stand together. We are proactive and get the job done. Outcome over Process.
    • Tell the story. We always start with the why. We share knowledge to empower others. Transparency over Complexity.

    Upvest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees