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

Raisin GmbH; Hamburg; On-site; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Dev Budget €2k

Flexible hours

30 vacation days

Company pension 20%

Urban Sports Club

Deutschland Ticket

JobRad

Snacks & Fruit

Relocation support

Job summary

Raisin GmbH in Hamburg is seeking a (Junior) CS Operations Manager - Complaints Management to handle customer complaints, de-escalate issues and drive fast, fair resolutions in a high-volume environment.

You will perform root cause analyses, coordinate with Product and Operations, draft clear and compliant responses, assess risks, and safeguard customer trust across German-speaking markets.

Qualifications

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• 1-2 years of experience in complaint management, customer service, or handling demanding inquiries in financial services or regulated environments.
• Strong de-escalation skills and ability to communicate complex issues clearly and solution-oriented.
• Ability to prioritize under high ticket volumes and comply with SLAs.
• Proactive, responsible team player with a problem-solving mindset.
• C1 fluency in English and German (written and spoken) is required; additional languages are a plus.
• Good IT skills (Google Workspace, Zendesk).

Responsibilities

• Complaint Management: handle customer complaints independently and timely with professional, solution-oriented approach.
• Root Cause Analysis & Optimization: analyze reasons for complaints to identify weaknesses and initiate process improvements.
• Solution Orientation: make decisions on goodwill within guidelines for fast, satisfactory resolutions.
• Quality Communication: craft clear, empathetic, compliant responses to complaints.
• Risk Assessment: identify risks and support minimization efforts.
• Interface Management: coordinate with internal departments (Product, Operations) to resolve issues quickly and customer-friendly.

Job description

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

Hamburg

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 frommore 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.

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.