Head of Customer Service (US)

About Raisin US

Your Responsibilities

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.