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

Raisin is seeking a (Junior) CS Operations Manager- Complaints Management (m/f/d) for a permanent management role based in Berlin. As part of the Customer Service Solution Management EU team, you will handle complaints primarily for German-speaking markets, drive complex cases forward, and contribute to continuous operational improvements at a leading FinTech platform for savings and investments.

Responsibilities and Profile

• Manage customer complaints independently, professionally, and within Service Level Agreements while conducting root cause analyses and making goodwill decisions.
• Communicate clearly and empathetically in writing, ensuring regulatory compliance and coordinating closely with internal departments like Product and Operations.
• Require a Bachelor's degree or completed training in banking, insurance, the legal field, or a comparable area.
• Bring 1–2 years of experience in complaint management, customer service, or handling demanding inquiries, ideally within financial services.
• Possess fluent written and spoken German skills, good English skills, strong de-escalation abilities, and proficiency in tools such as Google Workspace and Zendesk.

Benefits and Perks

Working at Raisin in Berlin includes flexible working hours, home office options, and 30 vacation days. Employees also receive a €2,000 employee development budget alongside four training days per year, a subsidized company pension scheme, Urban Sports Club membership, a subsidized Deutschland Ticket, JobRad bicycle leasing with covered insurance costs, and office snacks.