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Head of Customer Service

1 month ago

UT United States Raisin GmbH Full time
Your growth is our growth. Our success is your success.
About Raisin

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 and 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.
    • 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.

Your Profile

Core Skills:

  • Proven experience in a senior customer service leadership role, preferably within fintech, or in a similar financial services organization.
  • Experience in multi-channel servicing across Inbound/Outbound Phone, Chat, Email and Self-Service channels.
  • Experience in building and leading multi-location, multi-discipline teams.
  • Strong analytical and pattern identification skills.
  • Strong data and spreadsheet management skills.
  • Experience in forecasting, scheduling and adherence management.
  • Experience in building and executing quality assurance processes.
Other Qualifications:
  • Strong strategic thinking, planning, and execution skills with the ability to balance strategic initiatives and hands-on management.
  • Experience in fostering a positive, employee-centric culture with a track record of building high-performing teams.
  • Excellent communication, leadership, and interpersonal skills, with the ability to influence at all levels of the organization.
  • Data-driven mindset with a focus on using metrics to drive decisions and improvements.
  • Experience working on Zendesk or similar ticket management system.
  • Bachelor’s degree in Business, Management, or a related field; advanced degree preferred.

Our Benefits

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.
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