Head of Customer Service US

About Raisin US

Raisin enables savers and financial institutions to connect to our awardwinning marketplaces across Europe and the U.S. As one company we give customers access to more than 400 partner banks across 30 countries. Our team is composed of passionate individuals striving to break down barriers to savings and investments for our customers and bank partners.

You are the right person if you are looking for a dynamic environment where you can roll up your sleeves play to your strengths and access unrivaled development opportunities.

Your Responsibilities

As the Head of Customer Service you will be responsible for shaping and executing a multichannel customer service strategy that transforms our service function into a key strategic asset for Raisin US driving customer satisfaction loyalty retention and increasing customer lifetime value. You will develop and implement customercentric service models integrating advanced technologies like Machine Learning and Artificial intelligence and datadriven insights to elevate customer experience and improve efficiency.

Key Responsibilities:

1. Develop and Execute MultiChannel Service Strategy:

• Design and implement a multichannel customer service strategy that includes voice chat email social media and selfservice solutions.
• Leverage technology data and customer insights to continuously improve service quality and efficiency.
• Identify and change sub optimal systems policies processes into efficient customer centric scalable processes that can adapt to evolving customer needs and support business growth.

2. Transform Customer Service into a Strategic Asset:

• Position customer service as a key driver of customer retention and increased lifetime customer value.
• Establish service metrics and KPIs that align with broader business objectives create transparent reliable and repeatable data insights to drive accountability continuous improvement.
• Work closely with other departments (e.g. Product Marketing Origination Legal/Compliance) to identify and fix gaps in service journeys for our customers.

3. Foster an EmployeeCentric Culture:

• Build a highperforming motivated team that takes pride in the companys mission and is committed to delivering exceptional customer service.
• Develop training coaching and career development programs that empower employees and enhance service delivery.
• Create a positive work environment that supports employee wellbeing engagement and retention.

4. Deliver Strategic Leadership and Execution:

• Proactively identify execute and sustain high impact transformation to turn customer service into a strategic asset for Raisin US.
• Be boundaryless Act as a thought leader and strategic partner to senior leadership providing cross functional insights and recommendations to improve the overall customer experience.
• Lead strategic planning initiatives for the customer service function ensuring alignment with company goals and market trends.
• Be handson in managing daytoday operations while maintaining a focus on strategic growth opportunities.

5. Drive Operational Excellence:

• Take pride in being a handson leader working with employees across Customer Service to create a great employee and customer experience
• Execute proactively accurately and with high sense of urgency
• Oversee the implementation of tools systems and processes that improve service efficiency and effectiveness.
• Ensure compliance with industry standards regulations and best practices.
• Manage budgets resources and performance metrics to achieve operational excellence.

Your Profile

Core Skills:

• Proven experience in a senior customer service leadership role preferably within fintech or in a similar financial services organization.
• Experience in multi channel servicing across Inbound/Outbound Phone Chat Email and Self Service channels.
• Experience in building and leading multi location multi discipline teams.
• Strong analytical and pattern identification skills.
• Strong data and spreadsheet management skills.
• Experience in forecasting scheduling and adherence management.
• Experience in building and executing Quality assurance processes.

Other Qualifications:

• Strong strategic thinking planning and execution skills with the ability to balance strategic initiatives and handson management.
• Experience in fostering a positive employeecentric culture with a track record of building highperforming teams.
• Excellent communication leadership and interpersonal skills with the ability to influence at all levels of the organization.
• Datadriven mindset with a focus on using metrics to drive decisions and improvements.
• Experience working on Zendesk or similar ticket management system
• Bachelors degree in Business Management or a related field; advanced degree preferred.

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 who are at the heart of our success.

As part of our US team you will benefit from:

• Flexible working hours and 28 vacation days.
• Employee Development Budget of $2200 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Company 401k contribution of 5%.
• Healthcare coverage contribution including medical dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.