(Junior) CS Operations Manager- Complaints Management (m/f/d)

Raisin; Hamburg; Hybrid; EUR 42,000 - 62,000; Full time

Job summary

Raisin is seeking a dedicated professional for Solution Management EU, Customer Service in Hamburg to manage complaints in German and English, de-escalate issues, and coordinate with Product and Operations. You will help optimize processes and ensure regulatory-compliant responses.

Ideal candidates have 1–2 years in complaint handling, strong SLAs, and a proactive, team-oriented mindset. Raisin offers flexible hours, relocation support, and a supportive work culture.

Qualifications

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries.
• Strong understanding of de-escalation strategies and ability to communicate complex issues clearly.
• Ability to prioritize with high ticket volumes and to comply with SLAs.
• High sense of responsibility, teamwork and proactive problem-solving.
• Minimum C1 fluency in English and German; additional languages a plus.
• Good IT skills (Google Workspace, Zendesk).

Responsibilities

• Complaint Management: handle customer complaints independently and on time with professional, solution-oriented approach.
• Root Cause Analysis & Optimization: analyze reasons for complaints to drive process improvements.
• Solution Orientation: decide goodwill actions within guidelines to fast-track resolutions.
• Quality Communication: craft clear, empathetic responses and ensure regulatory compliance.
• Risk Assessment: identify operational or legal risks early and support mitigation.
• Interface Management: coordinate with Product and Operations to resolve issues quickly.

Skills

De-escalation

Customer Service

Communication

Prioritization

SLA Adherence

Regulatory Awareness

Education

Training in banking/insurance or legal field

Tools

Google Workspace

Zendesk

Job description

Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.

Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.

Team

We are looking for a dedicated and competent professional to strengthen our team in the area of Solution Management EU, Customer Service. In this role, you will take on complaint handling, primarily for our German-speaking markets. Do you have a knack for de-escalation, work in a structured manner, and keep an overview even in challenging situations? If you want to drive complex cases forward in a solution-oriented manner and enjoy a constructive error culture, we look forward to receiving your application!

Your Responsibilities

• Complaint Management: You will handle customer complaints independently and on time. In doing so, you act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment.
• Root Cause Analysis & Optimization: You systematically analyze the reasons for complaints in order to identify operational weaknesses and initiate sustainable process improvements.
• Solution Orientation: You make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve a fast and satisfactory solution for our customers.
• Quality Communication: You craft clear, empathetic, and comprehensive responses to complaints and ensure that every response is also regulatory compliant.
• Risk Assessment: You identify potential operational or legal risks at an early stage and support their minimization.
• Interface Management: You coordinate closely with internal departments (e.g., Product, Operations) to resolve complex issues quickly and in a customer-friendly manner.

Your Profile

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries – ideally in the financial services industry or a comparable regulatory environment.
• Strong understanding of de-escalation strategies as well as the ability to communicate complex issues in an understandable and solution-oriented manner.
• A strong ability to prioritize correctly even with high ticket volumes and to comply with Service Level Agreements (SLAs).
• A high sense of responsibility, teamwork skills, and a proactive approach to problem-solving.
• Minimum C1 fluency (written and spoken) in both English and German is required. Any additional language skills are a strong plus.
• Good IT skills (especially Google Workspace, Zendesk).

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

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.