Strategic Customer Service Operations Lead

vor 5 Stunden


Berlin, Berlin, Deutschland Raisin Vollzeit
About the Role

This is an exciting opportunity to take on a senior leadership position in our customer service operations team at Raisin.

As a Strategic Customer Service Operations Lead, you will be responsible for overseeing and steering daily operations of our Customer Service teams, ensuring smooth front- and back-office activities. You will also oversee and manage the performance of our outsourced service provider, driving accountability and optimising service quality.

You will build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships. Additionally, you will develop and implement performance metrics (KPIs) to measure, evaluate, and enhance operational performance.

This role requires strong analytical skills, with the ability to interpret data and make data-driven decisions. You will analyse customer service data to derive insights and identify areas for improvement in processes, communication, and service delivery.

Your Key Responsibilities
  • Plan, monitor, and steer daily operations of Raisin's Customer Service teams (internal and external), ensuring smooth front- and back-office activities.
  • Oversee and manage the performance of Raisin's outsourced service provider, driving accountability and optimising service quality.
  • Build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships.
  • Analyse customer service data to derive insights and identify areas for improvement in processes, communication, and service delivery.
Requirements
  • 3+ years of experience in a customer service operations or steering role, with experience in data analysis.
  • Experience managing outsourced service providers and vendor relationships.
  • Strong analytical mindset, with the ability to interpret data and make data-driven decisions.
Benefits
  • Estimated salary: €60,000 - €80,000 per year.
  • Employee Development Budget of €2,000 and four full training days per year.
  • Access to Babbel for continuous language learning.
  • 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.
  • Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
  • A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
  • Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
  • You are moving from another country or city to join us? We will support your relocation.


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