(Senior) Customer Success - Tooling & Agent Experience Manager (m/f/d)

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.