Job Description
At Vivid, we're reimagining how individuals and businesses manage money. Our all-in-one app opens up a world of financial possibilities: invest in global stocks, ETFs, and over 150 cryptocurrencies, earn cashback on everyday purchases, and access personalised insights to make the most of your finances—all tailored to your lifestyle.
For businesses, Vivid Business offers a powerful suite of tools, including multi-IBAN accounts, high-interest rates, business cashback, team cards, and seamless accounting integrations to streamline operations.
Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we’re dedicated to empowering our customers to make this a reality.
Since our 2020 launch in Germany, Vivid has rapidly expanded across Europe, earning the trust of over 500,000 customers looking for a simpler, smarter way to grow their wealth. With over €200 million raised from top investors and a valuation of €775 million, Vivid is where modern finance meets real opportunity. Join us and experience a new way to thrive financially.
Your Mission
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Recruit, coach, and manage a team of SME & Retail support representatives, fostering a high-performance and collaborative culture.
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Champion a customer-centric approach by ensuring high service quality and resolving escalated issues effectively.
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Act as the escalation point for complex customer concerns, using product expertise and problem-solving to reach resolution.
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Analyze recurring issues to identify root causes and introduce preventative measures to enhance customer experience.
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Monitor and report on KPIs, ensuring team objectives align with departmental goals.
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Identify gaps between current practices and standards, driving process enhancements and training improvements in collaboration with the Operational Lead.
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Analyze customer feedback and service data to identify trends and recommend service improvements.
Your Profile
- 5–7 years of experience in customer service, preferably in banking or financial services.
- Proven leadership experience with a track record of managing high-performing teams.
- Strong communication skills with the ability to convey complex information clearly.
- Excellent problem-solving, decision-making, and people management skills.
- Ability to multitask and remain effective under pressure.
- Comfortable working in a fast-paced, dynamic environment.
- Willingness to work weekends and night shifts (CET).
