About Raisin US
Raisin enables savers and financial institutions to connect to our award-winning marketplaces across Europe and the U.S. As one company, we give customers access to more than 400 partner banks across 30+ countries. Our team is composed of passionate individuals striving to break down barriers to savings and investments for our customers and bank partners.
You are the right person if you are looking for a dynamic environment where you can roll up your sleeves, play to your strengths, and access unrivaled development opportunities.
Your Responsibilities
As the Head of Customer Service, you will be responsible for shaping and executing a multi-channel customer service strategy that transforms our service function into a key strategic asset for Raisin US, driving customer satisfaction, loyalty, retention and increasing customer lifetime value. You will develop and implement customer-centric service models, integrating advanced technologies like Machine Learning and Artificial intelligence, and data-driven insights to elevate customer experience and improve efficiency.
Key Responsibilities:
1. Develop and Execute Multi-Channel Service Strategy:
Design and implement a multi-channel customer service strategy that includes voice, chat, email, social media, and self-service solutions.
Leverage technology, data, and customer insights to continuously improve service quality and efficiency.
Identify and change sub optimal systems, policies, processes into efficient, customer centric scalable processes that can adapt to evolving customer needs and support business growth.
2. Transform Customer Service into a Strategic Asset:
Position customer service as a key driver of customer retention and increased lifetime customer value.
Establish service metrics and KPIs that align with broader business objectives, create transparent, reliable and repeatable data insights to drive accountability continuous improvement.
Work closely with other departments (e.g., Product, Marketing, Origination, Legal/Compliance) to identify and fix gaps in service journeys for our customers.
3. Foster an Employee-Centric Culture:
Build a high-performing, motivated team that takes pride in the company’s mission and is committed to delivering exceptional customer service.
Develop training, coaching, and career development programs that empower employees and enhance service delivery.
Create a positive work environment that supports employee well-being, engagement, and retention.
4. Deliver Strategic Leadership and Execution:
Proactively identify, execute and sustain high impact transformation to turn customer service into a strategic asset for Raisin US.
Be boundaryless- Act as a thought leader and strategic partner to senior leadership, providing cross functional insights and recommendations to improve the overall customer experience.
Lead strategic planning initiatives for the customer service function, ensuring alignment with company goals and market trends.
Be hands-on in managing day-to-day operations while maintaining a focus on strategic growth opportunities.
5. Drive Operational Excellence:
Take pride in being a hands-on leader, working with employees across Customer Service to create a great employee and customer experience
Execute proactively, accurately and with high sense of urgency
Oversee the implementation of tools, systems, and processes that improve service efficiency and effectiveness.
Ensure compliance with industry standards, regulations, and best practices.
Manage budgets, resources, and performance metrics to achieve operational excellence.
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.
- Employee Development 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.
