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About the Role
You will have the opportunity to grow your career by collaborating with a team of outstanding talents and state of the art technology to build a lasting, positive future for millions.
Responsibilities
- Own end-to-end process design and improvement across brokerage operations: ticket handling, escalations, dispute resolution, BPO workflows
- Identify root causes behind ticket inflow and SLA breaches, then build durable fixes
- Design and build automation flow to deflect, route, and resolve customer interactions at scale
- Partner with BPO partners to translate process changes into agent-ready playbooks and measure impact
- Work cross-functionally with Engineering, Product, Market Ops, and Compliance to unblock operational gaps
- Define and track success metrics — aged ticket reduction, deflection rate, SLA recovery, agent productivity
Requirements
- 3 - 5 years of operations experience, ideally in brokerage, trading, or customer service operations. Adjacent backgrounds (payments ops, banking ops, exchange ops) also welcome
- Proven track record of process redesign with measurable impact (reduced inflow, deflection, SLA recovery)
- Hands-on automation experience: n8n, Zapier, Mak
- Customer service / ticket operations exposure, ideally in a high-volume environment
- Strong analytical mindset: comfortable pulling your own data, building dashboards, doing root cause analysis
- Clear written communication; able to brief leadership and align cross-functional stakeholders
Skills
- n8n
- Zapier
- Mak
- Process redesign
- Automation
- Customer service operations
- Ticket operations
- Analytical mindset
- Data analysis
- Root cause analysis
- Written communication
Location
- Berlin, Germany
Work Type
- Onsite
Experience Level
- 3-5 years
Benefits
- Relocation support is provided
About the Company
- Trade Republic is the largest savings platform in Europe - we operate in 18 countries, serving +10 million customers who trusted us with over 150B in assets.
- We have a bold mission to empower everyone to build wealth with easy, safe, and free access to financial systems.
Equal Opportunity
- We believe it’s our team’s varied identities and backgrounds that make us sharper and stronger. We’re committed to creating an environment where everyone feels respected and has equal opportunity to thrive in their careers. For any questions on DEI during the interview process, reach out to your recruitment partner.