Head of Customer Support, Denmark Customer Excellence · Copenhagen, Denmark

Ready to lead the charge in transforming customer service at an innovative bank and fintech? 🔥

At Lunar we are democratizing the power of money and changing the way we all bank, pay, and invest. Since starting in Aarhus in 2015, we've grown rapidly and are now a major player in the Nordics, with offices in Copenhagen, Aarhus and Stockholm 🚀

So who are we? Are we a tech company or a bank? Well, we're both, breaking free from the usual categories. Here, tech isn't just a cool add-on; it's the core of how we do things. With our own banking license, we go head-to-head with traditional banks. What sets us apart is the mix of tech and financial services, giving us the power to shake up a dusty industry that's ready for a change.

Customer Support serves over 750,000 customers across the Nordics, addressing their daily banking needs. The department consists of 55 skilled colleagues, split into five support teams.

As business and consumer banking rapidly evolve, Customer Support is transforming to meet future needs. We’re focused on empowering customers to manage their banking digitally by promoting self-service solutions while maintaining high-quality support for daily inquiries and implementing new products and services to meet customer expectations.

Customer Support is part of the Customer Excellence department, alongside Financial Crime Prevention Operations & Welcoming. As Head of Customer Support, Denmark, you will join the Customer Excellence Leadership team, actively contributing to strategic decisions and the execution of our Lunar strategy.

You will strengthen our Customer Support setup in Denmark by setting a clear strategic direction that maximizes value for our customers. This includes aligning our offerings and processes across teams to ensure efficiency and a customer-focused approach.

Your main responsibility will be guiding and managing the leadership team to achieve both productivity and quality targets. You will foster a positive work environment, stabilize leadership, develop talent, and enhance performance. We believe customers prefer handling their own needs via the app, so you’ll also be deeply involved in product development and releases, ensuring end-to-end ownership, timely launches, and follow-up. Additionally, you’ll work to reduce support calls by driving more self-service and AI solutions into the app.

We've split up what you'll be doing into 3 areas:People Leadership

• Provide strong leadership to a diverse team, inspiring them to excel and grow within the organization.
• Understand that people come first, and their success is your success.
• Offer guidance, mentorship, and support to help team members reach their professional goals.
• Lead by example with a positive attitude, strong work ethic, and commitment to team success.
• Communicate clearly and transparently, keeping everyone aligned on goals and priorities.
• Excel in stakeholder management, ensuring effective communication with key partners and the Customer Excellence Leadership team.

Performance Management

• Conduct regular performance evaluations, providing constructive feedback, and setting clear expectations.
• Identify opportunities for training and development to enhance team skills.
• Address performance and behavioral issues proactively, ensuring continuous improvement.
• Share regular insights on reasons for contact and implement necessary improvements.

Operational Awareness and Quality-Focused

• Utilize a lean mindset and Operational Excellence experience to ensure smooth, efficient operations.
• Maintain strong commercial awareness, ensuring the team’s performance is always customer-focused.
• Drive efficiency and quality in day-to-day operations to meet business goals.

Curious about the Lunar culture? 💚
Everything at Lunar centers around our core - to challenge. It’s infused into our four values and guides us in how to work together, lead projects, and lead people to reach our mission. Our values aren't just words on a page - they're what make us who we are and shape the vibe of our culture. And trust me, we’re all about the vibe. For a longer read about our culture, click here.

We're excited to welcome everyone to apply for this impactful role! We can’t wait to follow up with talents who we believe are the best fit based on the following criteria:

• Proven leadership experience in managing and developing customer support teams, ideally within a contact center or financial services environment.
• Experience leading larger teams/departments and other leaders.
• Strong background in people leadership, with a focus on team development, mentoring, and fostering a positive work culture.
• Experience in Performance Management, including conducting evaluations, setting goals, and addressing performance challenges.
• Operational excellence mindset with the ability to implement efficient, high-quality processes and drive continuous improvement.
• Hands-on experience with digital transformation initiatives, including self-service and AI solutions in customer support.
• Excellent communication and stakeholder management skills, ensuring alignment across teams and leadership.
• Ability to lead through change, adapt to evolving customer needs, and implement strategic business initiatives.
• A customer-first mindset with commercial awareness, ensuring customer satisfaction while driving business performance.

Are you ready to join the journey? Apply now and let’s find out more!

While you hold on tight for us to get back to you, curious to see what we’re up to? Follow us on LinkedIn for business announcements and releases 📢, check out our Instagram for an inside scoop on what it’s like to work here 📸, and visit our blog for the latest tech and product insights! 📱🫰

Depending on the regulations in the country you will be employed, we will ask to see or obtain information about your criminal record.

Department
Customer Excellence

Locations
Copenhagen, Denmark

Employment type
Full-time

Contact Tobias Hellfach Hansen Talent Acquisition Partner – People & Culture