Customer Support Supervisor

Permanent employee, Full-time · Utah
70,000 - 75,000 $ per year
Your Responsibilities
  • Lead and develop the team through feedback, coaching, and training.
  • Foster a positive work environment .
  • Identify and support development opportunities.
  • Set performance goals and conduct regular performance reviews.
  • Maintain high customer satisfaction by ensuring prompt customer service and resolving issues on first contact.
  •  Act as an escalation point and expert.
  • Regularly monitor call quality to ensure adherence to raisin policies, compliance and provide performance coaching.
  • Ensure efficient resolution of customer issues while maintaining high quality and Identify ways to improve team efficiency.
  • Plan staffing needs ahead to optimize real-time capacity management.
  • Own customer issues by identifying, researching, and resolving complex customer issues in a timely manner. 
  • Research and resolve complex customer issues.
  • Communicate effectively within the team and with stakeholders.
  • Enhance customer communication for better satisfaction.
Your Profile
  • Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree.
  • Financial Service experience is a must.
  • 5+ years experience in customer service, including at least 2+ years within a contact center as a team lead in the financial services industry.
  • Proven ability to build, motivate and lead a Customer service team. Experience in a remote or hybrid work environment is preferred.
  • Excellent verbal and written communication skills.
  • Strong critical thinking skills to make well-informed decisions by weighing evidence, considering alternatives, and anticipating potential consequences.
  • Ability to interact with customers while staying calm under pressure, in volatile and demanding situations.
  • Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
  • Strong analytical and data management skills.
Join our mission, join our team - and grow with us!
At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success. 

As part of our US team, you will benefit from:
  • Flexible working hours and 28 vacation days.
  • Personal training budget of $2,200 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Company 401k contribution of 5%.
  • Healthcare coverage contribution, including medical, dental and vision.
  • Commuter benefits and flexible working from home policy.
  • Regular team events and yearly Summer and Winter Party.
About us

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers. Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding. Raisin operates its own B2C marketplaces in Europe and the U.S. under the brands Raisin, WeltSparen and ZINSPILOT. 

In Germany, the company offers ETF-based investment and retirement products, Private Equity and Crypto investments, and savings products. Raisin works with over 400 banks and financial service providers from over 30 countries. Raisin has €50 billion AuA and generated over €1 billion in interest for its customers worldwide. Raisin is backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G. 

The company has offices in Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich and New York.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Your application
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