Director Customer Service (m/f/d)

Team

We’re looking for a Director of Customer Service to lead and manage both our internal first-level customer service teams and our external service provider.

In this role, you’ll oversee operations, foster collaboration, and ensure we deliver exceptional customer experiences. You’ll also play a key role in driving continuous improvement, identifying opportunities for growth, and helping us enhance our service to meet the needs of our customers and business.

Your Responsibilities

• Manage a growing in-house contact center with currently approx. 50 FTE and growing in an exciting FinTech environment.
• Oversee and manage the performance of Raisin's outsourced service provider, driving accountability and optimising service quality.
• Be in charge of forecasting and intra-day management of Raisin's Customer Service teams (internal and external), ensuring smooth front- and back-office activities.
• Develop and implement performance metrics (KPIs) to measure, evaluate, and enhance operational performance and steer the contact centre organization based on OKRs.
• Focus on team motivation and productivity.
• Due to Raisin’s growth we work in an agile environment with new projects and product implementations, change management is an important part of the leadership role.
• Own projects and responsibilities within the teams’ scope.
• Liaise with internal stakeholders for forecasting, enhancing and automating processes, feeding back customer feedback into the organization.
• Build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships.

Your Profile

• Several years of experience in leading operational customer service teams (either at a provider or in-house) - experience in financial services a big plus.
• Inspiring leader who takes the team on a common journey, ensuring their development and growth.
• You obsess over creating good outcomes for customers and improving processes.
• Analytical skills: you steer teams based on KPIs and have the willingness to dive deeper to find root causes.
• Quality and accuracy are very important to you.
• Good English and German skills are required.
• Experience with the everyday life of a customer service agent is an advantage.
• Hybrid work: Willingness to regularly spend time in person with the teams in Berlin, Hamburg and Manchester.

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, which, connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Access to Babbel for continuous language learning.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• Flexible working hours, home office and 30 vacation days.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• You are moving from another country or city to join us? We will support your relocation.