Customer Success - Tooling & Agent Experience Manager

Manage customer success tooling and agent experience to improve satisfaction and retention.

• •Raisin is the world's leading platform for savings and investment products.
• •Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US.
• •This gives consumers better interest rates and banks a diversified form of refinancing.
• •Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.
• •Raisin currently employs more than 800 people from over 75 countries worldwide.
• •Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.
• •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.