(Senior) Customer Service Process & Knowledge Manager (m/f/d)

Team

Our CS Process & Knowledge Team caters the needs of >150 customer service agents and Ops members by creating operational processes and providing an up-to-date knowledge database. We are a highly committed team with backgrounds in customer operations, customer service, knowledge management and operational process design.

Your Responsibilities

• Thorough documentation and publication of detailed knowledge content for operational customer service and Ops teams.
• Independent conception and documentation of processes and operational workflows, alignment with different stakeholders.
• Research in company internal and external sources.
• Quality assurance of texts and communication content in English.
• Focus on creating content for end-customer communication (g. email templates, instructions, etc.) in English.
• Document editing with common MS Office programs.
• Own projects and responsibilities within the teams s scope.

Your Profile

• You have a background in customer service, operations, knowledge management or similar.
• Quality and accuracy are very important to you.
• Outstanding reading skills, quick comprehension.
• You work independently, are proactive and, if necessary, co-ordinate with the team.
• Strong Interest in the creation of outgoing customer communication and its implementation in our customer service tools.
• You also perform routine tasks carefully.
• Very good English skills are required, preferably native speaker.
• Experience in document creation and management (PDF, MS Office etc.).
• Experience with the everyday life of a customer service employee is a big plus.
• Experience with Confluence or Zendesk is beneficial.

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 40 different nationalities.

As part of our team, you will benefit from:

• Personal training budget of 1,700 and four full training days per year.
• Free choice of hardware.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• Flexible working hours, home office and 28 vacation days.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than 20 per month.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Enjoy yearly company retreats to exciting European cities and other team events, such as Lunch & Learn, Tech Lunch, Female Empowerment Forum, CEO Talks as well as our yearly Summer- and Christmas Party.
• Do you miss being in the office? The corporate ticket gets you there, which we subsidize with 25 per month (BVG Firmenticket for Berlin and HVV ProfiTicket for HH).
• You are moving from another country or city to join us? We will support your relocation.