German-Speaking CS Operations & Complaint Lead

Raisin; Berlin (NH); Hybrid; USD 68,000 - 97,000; Full time

Benefits offered by this job

Training budget

Flexible hours

Pension scheme (20%)

Urban Sports Club membership

Deutschland Ticket subsidy

JobRad leasing

Snacks & fresh fruit at office

Relocation support

Job summary

Raisin is expanding its Solution Management EU, Customer Service team to manage complaints for German-speaking markets. You will de-escalate, analyze root causes, and implement process improvements to ensure compliant, timely resolutions.

Join Raisin to work with cross-functional teams, maintain SLA adherence, and contribute to a high-quality customer experience in a dynamic fintech environment.

Qualifications

• 1–2 years of experience in complaint management or customer service, preferably in financial services.
• Experience handling challenging inquiries with a focus on timely, compliant resolutions.
• Ability to de-escalate and communicate complex issues clearly and empathetically.
• Strong prioritization skills to manage high ticket volumes while meeting SLAs.

Responsibilities

• Complaint Management: handle customer complaints independently and on time in a professional manner.
• Root Cause Analysis & Optimization: identify weaknesses and drive process improvements.
• Solution Orientation: make decisions within guidelines to reach fast, satisfactory outcomes.
• Quality Communication: write clear, empathetic responses that are regulatorily compliant.
• Risk Assessment: identify risks early and support minimization.
• Interface Management: coordinate with Product and Operations to resolve issues quickly.

Skills

Complaint handling

De-escalation

Root cause analysis

Process optimization

Regulatory compliance

Google Workspace

Zendesk

Education

Banking/Insurance training

Tools

Zendesk

Google Workspace

Job description

Raisin is expanding its Solution Management EU, Customer Service team to manage complaints for German-speaking markets. You will de-escalate, analyze root causes, and implement process improvements to ensure compliant, timely resolutions.

Join Raisin to work with cross-functional teams, maintain SLA adherence, and contribute to a high-quality customer experience in a dynamic fintech environment.