Team

Du hast ein offenes Ohr, denkst lösungsorientiert und möchtest Kund:innen wirklich weiterhelfen?

Dann werde Teil unseres Kundenservice Team bei Raisin – und unterstütze uns als Kundenservice Agent (m/w/d) dabei, unseren Kund:innen ein erstklassiges Erlebnis zu bieten. Unser 1st Level Kundenservice Team unterstützt unsere deutschsprachigen Kund:innen vorwiegend inbound telefonisch und per E-Mail (zukünftig auch per Live-Chat) bei allen Anliegen rund um unsere Finanzprodukte. Aus rechtlichen Gründen dürfen wir keine Anlageberatung machen, daher steht bei unseren Kundenkontakten der Service im Vordergrund, nicht der Vertrieb.

Wir sind ein internationales, kollaboratives Team, das von Neugier und einer ausgeprägten Kundenorientierung angetrieben wird. Wir arbeiten in einem hybriden Modell mit zwei Präsenztagen pro Woche im Büro – so fördern wir den persönlichen Austausch und lösen komplexe Herausforderungen gemeinsam vor Ort. 

Wenn Du dich beruflich weiterentwickeln möchtest und in einem international ausgerichteten FinTech Unternehmen tätig sein willst, dann möchten wir von Dir hören.

Verantwortlichkeiten

Als Kundenservice Mitarbeiter wirst Du:

• Schnell zum Experten für unsere Produkte und Prozesse werden.
• Der Ansprechpartner für unsere Kunden sein.
• Mit Deinen kommunikativen Fähigkeiten selbständig telefonische und schriftliche Kundenanfragen bearbeiten.
• Eng mit anderen Kollegen aus dem Kundenservice und den Abteilungen von Raisin zusammenarbeiten.
• Durch Dein freundliches Auftreten begeistern, sodass sich unsere Kunden bei Dir gut aufgehoben fühlen, was zur Kundenbegeisterung beiträgt.
• Anfragen zur Kontoeröffnung und zum Anlageprozess sowie grundlegende Steuerfragen professionell bearbeiten.
• Dazu beitragen, dass die Nutzung unserer Plattform zu einem positiven Kundenerlebnis wird.

Profile

• Du sprichst Deutsch auf C2-Niveau in Wort und Schrift und beherrschst Englisch fließend.
• Berufserfahrung im Kundenservice oder Kundensupport ist wünschenswert, unabhängig von der Branche.
• Du verfügst über gute Kommunikationsfähigkeiten, eine lösungs- und ergebnisorientierte Arbeitsweise sowie ein gutes Urteilsvermögen.
• Kommunikationsstarke Menschen, die Kunden am Telefon mit Rat und Tat zur Seite stehen wollen, sind ebenfalls willkommen.
• Du hast Freude am Umgang mit Menschen, bist belastbar, kannst mehrere Aufgaben gleichzeitig erledigen und setzt dabei angemessene Prioritäten.
• Du hast Interesse an komplexen Themen sowie an modernen Finanz- und Kapitalmärkten.
• Du wohnst in Berlin.
• Du hast einen hohen Anspruch an deine Arbeit und behältst auch in hektischen Zeiten den Überblick.

Join our mission, join our team – and grow with us!

Bei Raisin achten wir aufeinander und eine unserer obersten Prioritäten ist es, eine offene und freundliche Atmosphäre zu schaffen, in der sich jeder willkommen und wohl fühlt. Unsere Kultur wird vor allem durch unser engagiertes Team geprägt, welches mittlerweile mehr als 75 verschiedene Nationalitäten umfasst.

Du findest uns in unserem modernen und offen gestalteten Büro im Szeneviertel Kreuzberg mit Blick auf die Spree, ideal angebunden an die öffentlichen Verkehrsmittel und umgeben von einer Vielzahl von Restaurants und Einkaufsmöglichkeiten.

Als Teil des Raisin Teams profitierst du von:  

• Employee Development Budget von 2.000€ und vier Trainingstagen pro Jahr.
• Zugang zu Babbel für kontinuierliches Lernen.
• Flexible Arbeitszeiten, Home Office und 30 Tagen Urlaub im Jahr. 
• Einer betrieblichen Altersvorsorge, welche wir mit 20% unterstützen.
• Entdecke mehr als 50+ verschiedene Sportarten mit Urban Sports Club: Wir subventionieren deine Mitgliedschaft mit über 20 € im Monat.
• Vermisst du es, im Office zu sein? Das Deutschland Ticket bringt dich hin, wofür wir 25 € pro Monat bezuschussen.
• Du liebst Radfahren? Mit JobRad kannst du ganz einfach dein Traumrad leasen, Steuervorteile nutzen – und die monatlichen Versicherungskosten übernimmt Raisin für dich.
• Immer hungrig? Snacks, täglich frisches Obst sowie Getränke stehen dir im Büro rund um die Uhr zur freien Verfügung.
• Du ziehst aus einem anderen Land oder einer anderen Stadt her, um bei uns anzufangen? Möglicherweise unterstützen wir deinen Umzug mit einer Umzugskostenpauschale.

Team

Process Knowledge Management (PKM) at Raisin owns all operational knowledge and  documentation, as well as maintains and continuously improves existing processes, supporting scalable operations by integrating insights from other CS teams Q. Working closely with Process Design & Innovation, PKM provides deep area expertise during the design and rollout of new processes and takes ownership once they move into long-term use.
The team combines domain knowledge, structured process thinking  and AI-supported content creation to ensure that CS at Raisin operates with clear, simple and reliable processes .

Your Responsibilities

This role sits in a growing and evolving area of the business. As the Subject Matter Expert for Investment & Pension Products (IPP) within CS. You will be expected to understand customer and agent journeys, identifying friction points, and translating complex investment and pension topics into clear, usable, and compliant processes and communication. We’re looking for someone with a background in customer experience within investment and pension products, who is a self-starter who enjoys learning, problem solving and continuous improvement.

• Own knowledge, documentation and process management for Investment & Pension Products (IPP) within CS.ct as the main point of contact for the IPP area and ensure alignment with internal CS teams, external partners and Product teams.
• Drive regular agent-shadowing and data-gathering agenda to understand operational challenges, capture insights and translate them into process and documentation improvements.
• Proactively improve, simplify and standardize  content, leveraging AI-supported tooling.
• Own and maintain customer-facing knowledge and documentation for IPP, to support self-service and ticket deflection
• Independently assess, prioritize, and handle requests from internal and external stakeholders in an environment with evolving requirements.
• Support audit-related activities and maintain compliance documentation related to IPP.
• Contribute IPP expertise to PDI-led projects by supporting the research, design, documentation, and rollout of new or revised processes, ensuring alignment with operational constraints  and long-term sustainability.
• Lead the deployment of Lean ways-of-working in the IPP area CS organization.
• Own IPP CS feature requests to Product, ensuring business impact and operational needs are clearly represented.
• Own projects and responsibilities end-to-end from problem discovery and analysis through solution design, rollout and team adoption.

Your Profile

• Background in finance,banking or financial services - ideally with exposure to investment and pension products.
• Experience in customer experience, operations or process management, preferably in a regulated environment.
• Strong ability to translate complex product or regulatory topics into clear, practical guidance.
• Confident stakeholder management skills across operational, product, and compliance-focused teams, as well as external partners.
• Comfortable taking ownership and driving initiatives independently.
• Project management skills with experience in owning initiatives end-to-end.
• Interest in automation and AI, with a curiosity to apply new tools.
• Analytical, structured and improvement-oriented mindset.

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.

Team

Process & Knowledge Management (PKM) ensures that Customer Service operates with clear, simple, and sustainable processes. The team owns operational knowledge across CS and partners closely with Process Design & Innovation (PDI) to support the full lifecycle of process design, rollout, stabilization, and long-term maintenance.

Within PKM, the Tooling & Agent Experience SME focuses on the systems and automation layer that enables CS processes,  ensuring that Zendesk, CAP, chatbot solutions, and AI-driven tooling effectively support both agents and customers. This is a newly evolving area within PKM and plays a central role in strengthening CS efficiency, automation, and scalability.

Your Responsibilities

Core Responsibility

Own the tooling and system experience within Customer Service, ensuring that CS platforms, automation solutions, and AI-driven tools effectively support operational processes, agent productivity, and customer self-service.

Process & Tooling Design Partnership

• Contribute tooling and system expertise to PDI-led initiatives, ensuring that new or revised processes are supported by scalable and sustainable system configurations.
• Translate process requirements into tooling configurations and system enhancements in collaboration with Product & Engineering (P&E).
• Partner closely with regional SMEs (e.g., DEU, UK) to ensure system changes are aligned with updated Work Instructions and domain-specific documentation prior to rollout.
• Support rollout readiness together with domain SMEs by validating that tooling changes are configured, tested, and operationally understood before go-live.

System Evolution & Continuous Improvement

• Lead the evolutionary maintenance of Zendesk, CAP, and related CS systems, partnering with Product Teams to continuously improve configurations, workflows, and automation rules.
• Deploy and maintain AI-driven solutions, including chatbots and ticket deflection tools, ensuring alignment with CS knowledge and operational needs.
• Monitor system usage data and analytics to identify friction points, inefficiencies, and automation opportunities.
• Prioritize and own CS feature requests to Product ensuring business impact and agent experience are clearly represented.
• Represent CS tooling needs in cross-functional discussions with Product, Engineering, and Steering teams.
• Drive improvements that enhance agent experience, reduce manual effort, and increase self-service adoption.

Your Profile

• Background in operations, customer experience, tooling, or system configuration within financial services (experience in regulated environments is a strong advantage).
• Strong understanding of customer service systems such as Zendesk, CRM platforms, ticketing tools, or similar environments.
• Experience translating operational needs into system configurations and automation logic.
• Confident stakeholder management skills across operational, product, engineering, and compliance-focused teams.
• Comfortable taking ownership and driving initiatives independently in a cross-functional environment.
• Project management skills with experience leading initiatives end-to-end.
• Strong interest in automation and AI, with hands-on curiosity to apply new tools and optimize workflows.
• Analytical, structured, and improvement-oriented mindset with a strong focus on agent experience and scalability.

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.

Team

Are you an active listener, think in a solution-oriented way and really want to help customers?

Become part of our Customer Service team at Raisin - and support us as a Junior Customer Service Agent in providing our customers with a first-class experience. Our 1st level Customer Service team supports our Dutch-speaking customers mainly inbound by phone and email (in future also via live chat) with all matters relating to our financial products. For legal reasons, we are not allowed to provide investment advice, so our customer contacts focus on service, not sales.

If you want to develop your career and work in an internationally oriented FinTech company, we want to hear from you!

Your Responsibilities

• Quickly become an expert for our products and processes, you are the contact person for our customers.
• With your communication skills, you will independently handle customer inquiries by phone and in writing.
• You work closely with other colleagues from customer service and Raisin's departments and stakeholders.
• You inspire with your friendly manner and our customers feel in good hands with you, which contributes to customer enthusiasm.
• You professionally handle inquiries regarding the account opening and investment process up to basic tax issues.
• You contribute to making the use of our platform a positive customer experience.
• You develop and implement your own ideas for optimizing work processes.

Your Profile

• You speak Dutch at C2 level, both written and spoken and have a good command of English.
• Professional experience in customer service or customer support is desirable, regardless of industry.
• Strong communicators who want to help customers via telephone with words and deeds are also welcome.
• You enjoy dealing with people, you are able to handle several tasks simultaneously under pressure while setting appropriate priorities.
• You are interested in complex topics and in modern finance and capital markets.
• You have high expectations of your work and maintain an overview even in hectic times.
• You are confident using tools like Microsoft Office and Google Workspace and learn new systems quickly.

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.