Customer Operations Specialist (f/m/x)

About lemon.markets 🍋

Our mission is providing better opportunities to invest in capital markets. By empowering FinTechs and Banks to offer investment products, we help create financial well-being for their customers. In pursuit of this goal we strive to open 100 million securities accounts within Europe in this decade.

lemon.markets builds infrastructure for financial services and technology companies powering the next generation of investment products. From enabling a FinTech to launch their first investment product, over allowing e.g. a Neobank to embed investing into their product to bringing investing into a completely new context. Our API-first infrastructure makes launching an investment product customer-centric and compliant. We abstract all complexity for our partners through a well documented API, a self-service customer operations portal and operating in a clear regulatory framework. Enabling partners to launch in weeks, not months.

We have experienced first hand that brokerage infrastructure is broken. Building an investment product used to be highly expensive, challenging and cumbersome. We ease this pain by shielding our partners & their customers from the underlying complexity - and with that we make investing more accessible to everyone. Because that’s exactly what we enjoy, going to places nobody else dares and solving hard problems. This not only creates tons of value when done right, but attracts the smartest minds - because outlier companies are built by exceptional (& diverse) people like you.

Your Mission:

As a Customer Operations Specialist, you will be a fundamental part in the Operations team. As the first person to operate Customer Service you will be managing all customer related processes from onboarding management to off-boarding. You will ensure that customer data is up-to-date, as well as resolve any issues with customer accounts. Additionally, you will take ownership for all Customer Service processes and manage the relationship with the Customer Service teams of our partners, enabling them to provide outstanding Customer Service.

At lemon.markets, we value ownership a lot, that means, you will have autonomy in shaping your area of responsibility. You’ll be collaborating closely with the Customer Lifecycle Domain, AFC Operations and the wider Operations team, you will leverage your expertise to optimize effective procedures and processes. Your collaboration with Product, Engineering, and Customer Service teams of our partners will be crucial in ensuring our customers will have a great customer experience.

You will:

• Be operationally responsible for all processes and tasks along customer onboarding, management and off-boarding. This entails all KYC related processes.
• Resolve account opening issues and update customer data.
• Be operationally responsible for handling 2nd level Customer Service requests and complaints.
• Take ownership for all Customer Service processes, expand the knowledge base and manage the relationship with the 1st Level Customer Service of our partners.
• Set up, operate and optimize robust processes and documentation.
• Collaborate cross functionally with the Product team, Markets Ops, Securities Ops.

You will be successful in this role if:

• You have relevant experience in Customer Operations or KYC Operations in the financial industry — ideally in a Fintech and a Bank / Financial services.
• You have experience with process optimisation and build out of steps using a business workflow tool (i.e. Jira Service Management, Jira and Confluence is a plus).
• You are able to cope with uncertainty and navigate in an unstructured environment, creating processes and structure from scratch

• You are great at communicating in a concise way and you thrive with cross functional collaboration.

• “This is not my job!” is not part of your vocabulary - you are motivated by nature to deliver value for our customers by taking initiative and challenging the status quo, even if this means admitting one's own shortcomings and changing things.
• You can prioritize effectively and are able to sift through the noise and assess what's critical for the current priority.
• You understand what working in a startup or cross functional teams is like. You will work very cross functionally, collaborating with other Operations teams, Product and other External Customer Service teams alike making sure we build best in class brokerage infrastructure.

How we take care of you:

🚀Competitive compensation package:

We will offer you a mix of cash and stock options based on your appetite for upside.

💎Make a real impact:

Shape the experience for our candidates and lemoneers alike. Decide on tools & processes around Securities Operations while building, learning and growing together.

🕑Flexible working hours:

We value focus time. Encouraging everyone to minimise fixed meetings and leverage asynchronous communication.

💻Build your perfect setup:

MacBook, Mechanical Keyboard, Plugins, IDE. These are not expenses but investments, tell us what is needed to make you productive.

🏢 Onsite first, but remote flexible:

We all believe that in - person collaboration is an integral part of working together, but offer flexibility for working from home. Once a quarter, the whole company meets for our offsite to honer this belief.

📈 Grow with us:

We take your personal development seriously, meaning that we make sure to constantly mentor and challenge you so that you can reach your next level and beyond.

👶🏽 Get the flexibility you need:

Whether you have a family or a passion that you want to follow on the side. We want to offer you a setting that fits your current stage in life.

🌈 As an equal opportunity employer, lemon.markets is committed to building an inclusive workplace. The company welcomes people from all different backgrounds, including age, citizenship, ethnic and racial origins, gender identities, individuals with disabilities, marital status, religions and ideologies, and sexual orientations to apply.

About the process:

1. Get to know us - Melissa, Talent | 40 minutes

2. Customer Operations Deep Dive - Ferdinand - Customer Service Lead | 60 minutes

3. Brokerage Deep Dive - Laura, VP Brokerage | 60 minutes

4. Meet us @ lemon.markets HQ

   1. Meet the Team - Mikael, Market Operations Lead - Devdatta, Securities Operations Lead | 45 minutes

   2. Case Study Discussion - Laura, VP Brokerage - Ferdinand, Customer Ops Lead - Benedikt, Sr. Ops Excellence Manager | 60 minutes

   3. Principle Session - A selection of lemoneers | 45 minutes