Customer Success - Tooling & Agent Experience Manager

About the role

This is a Subject Matter Expert position focused on tooling and agent experience within Customer Service at Raisin's Process & Knowledge Management team. You'll own the systems and automation layer that enables CS processes, ensuring platforms like Zendesk, CAP, and AI-driven tools effectively support both agents and customers in a newly evolving area that's central to CS efficiency and scalability.

What you'll do

• Own the tooling and system experience within Customer Service, ensuring CS platforms and AI-driven tools support operational processes and agent productivity
• Contribute tooling expertise to process design initiatives and translate requirements into system configurations with Product & Engineering
• Partner with regional SMEs to align system changes with updated Work Instructions before rollout
• Lead evolutionary maintenance of Zendesk, CAP, and related CS systems in partnership with Product Teams
• Deploy and maintain AI-driven solutions including chatbots and ticket deflection tools
• Monitor system usage data to identify friction points and automation opportunities
• Prioritize and own CS feature requests to Product teams, representing business impact and agent experience
• Drive improvements that enhance agent experience and increase self-service adoption

What you'll need

• Background in operations, customer experience, tooling, or system configuration within financial services
• Strong understanding of customer service systems such as Zendesk, CRM platforms, or ticketing tools
• Experience translating operational needs into system configurations and automation logic
• Confident stakeholder management skills across operational, product, engineering, and compliance teams
• Ability to take ownership and drive initiatives independently in cross-functional environments
• Project management skills with experience leading end-to-end initiatives
• Strong interest in automation and AI with hands-on curiosity to optimize workflows
• Analytical and improvement-oriented mindset focused on agent experience and scalability

Nice to have

• Experience in regulated financial services environments

What they offer

• €2,000 employee development budget and four full training days per year
• Flexible working hours, home office options, and 30 vacation days
• Company pension scheme with 20% employer contribution
• Urban Sports Club membership subsidy of €20+ per month
• Deutschland Ticket subsidy of €25 per month
• JobRad bike leasing program with insurance coverage and tax savings