Complaints Lead

At Upvest, we are on a mission to make investing as easy as spending money. Upvest empowers businesses to offer a wide range of investment products and the best experience in the field of capital market investment and retirement planning. Upvest's Investment API is easy to integrate so that fintechs and financial institutions can save resources and fully focus on their core business.

We are proud to partner with Europe's leading Fintechs and financial institutions such as DKB, Revolut, N26 and Raisin. Founded in 2017 by Martin Kassing, Upvest now brings together over 270 talented professionals from more than 70 nationalities. We're backed by world-class investors such as Hedosophia, Sapphire, Bessemer Venture Partners, BlackRock, Earlybird, HV Capital, Notion Capital, and Motive Ventures.

• Establish the firm's end-to-end complaints management framework, including policies, procedures, SLAs, and reporting standards.

• Build and scale a new complaints function from the ground up, including defining operating models, workflows, and quality controls.

• Ensure all complaints are handled in full compliance with German and EU regulatory requirements (e.g., MiFID II, WpHG/MaComp).

• Design and implement robust investigation, root-cause analysis, and remediation processes to improve customer experience and reduce recurrence.

• Select and implement appropriate systems and tools to track, manage, and analyze complaints data.

• Partner closely with Compliance, Legal, Customer Impact, Product, Operations and senior leadership to ensure consistent practices and clear escalation paths.

• Produce regular insights, dashboards, and management reports to highlight trends, risks, and opportunities for process improvement.

• Train and mentor team members as the function grows, establishing a culture of accountability, transparency, and customer-centricity.
  

• Several years of hands-on experience in complaints handling within an investment firm, bank, or other regulated financial institution.

• Strong understanding of German and EU regulatory requirements relevant to complaints management (e.g., MiFID II, WpHG/MaComp).

• Academic background in law, economics, business administration, or humanities

• Proven ability to build or significantly improve operational processes, ideally in a growing or transforming organization.

• Excellent analytical skills with the ability to identify root causes, spot patterns, and translate insights into action.

• Strong communication skills in both German and English, with the ability to engage confidently with clients, internal stakeholders, and regulators.

• A structured, detail-oriented work style combined with a high level of integrity and customer focus.

• Ability to work independently, take ownership, and drive initiatives from concept to implementation.

• Proficiency in additional European languages (e.g., Italian, French, Spanish).

• Experience working in a pan-European financial services environment.

• Familiarity with complaints-related technology tools, case-management systems, or CRM platforms.

• Impact-driven work: We're building the infrastructure that will power the future of investing in Europe. It's complex, ambitious, and meaningful. You'll work with modern technologies and create something entirely new. No legacy systems, no limits.

• Wellbeing: Recharge with 30 days of annual leave and maintain a healthy lifestyle with sports benefits. Access confidential professional coaching and enjoy the flexibility to work remotely abroad for up to 183 days a year. Recharge with UpRest, a one-month fully paid sabbatical after every 4 years of working at Upvest.

• Development: Growth is in our DNA. Each Upvenger has access to a personal development budget and the freedom to decide how to use it.

• Flexible work environment: Work from any of our hubs in Berlin, London or Tallinn hybrid or remotely across Europe, depending on the role. We give you the choice and budget to work where you're most comfortable and productive, either at home or in the office. You choose.

• Compensation and equity: We believe that all Upvengers contribute to our success and deserve a competitive, above-market salary and a participation in our employee equity program.

• Team celebrations: Participate in company-wide events, such as UpFest, dinners, offsites and our Holiday party, to connect with colleagues and celebrate our achievements.

• Inclusion: We're committed to a culture where everyone belongs and thrives. Our Employee Resources Groups foster inclusion and connection, like Upfem for our female Upvengers, or UpVergent supporting neurodivergent Upvengers and allies.

• Make it easy for others. We simplify the complex and act with the best intentions

• Own the outcome. We are proactive, fast and confident to get the job done, valuing progress over perfection.

• Rise to the challenge. We aim high and push the boundaries. We stay curious, learn and celebrate our wins together.

• Tell the story. We start with the Why to align on purpose. We are transparent and share knowledge to empower and inspire others.

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