Customer Service Training and Documentation Specialist

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

We are a collaborative, cross-functional team focused on building clear, reliable, and scalable documentation and learning experiences. Working in a hybrid, and remote environment, we partner closely with subject matter experts and team leads to support onboarding, upskilling, and continuous improvement across the organization. If you enjoy turning complex processes into accessible guidance, care about quality and consistency, and want to shape how teams learn and operate, you’ll find the work both impactful and intellectually engaging.Your Responsibilities

Your Responsibilities

• Documentation Development: Create, update, and maintain clear, simple, and easy-to-follow documentation for frontline customer service agents, including standard operating procedures, work instructions, and feature updates.
• Content Translation: Translate product releases, process changes, and system updates into structured guidance that supports accurate and consistent customer interactions.
• Clarity & Usability: Ensure documentation reflects real frontline workflows and common customer scenarios, using plain language and consistent formatting.
• Document Governance: Manage version control, review cycles, approvals, and archiving to keep knowledge bases current, organized, and accessible.
• Onboarding & Feature Enablement: Develop onboarding materials and feature release training resources for new hires and existing agents, and facilitate sessions as needed.

Your Profile

• Customer Service Experience: 3+ years of experience in customer service or customer operations within fintech, financial services, digital banking, or another service-driven environment.
• Process Documentation: Experience creating or maintaining internal documentation such as SOPs, work instructions, knowledge base articles, or feature release guides.
• Performance Impact: Demonstrated experience improving customer service metrics such as customer satisfaction or average handling time through structured documentation, workflow clarity, and process improvements rather than general corporate or academic teaching.
• Training Support: Experience supporting onboarding or feature rollout training within a customer service organization.
• Educational Background: Bachelor’s degree in Business, Communication, Finance, or related field, or equivalent practical experience.

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:

• Flexible working hours and up to 28 days PTO accrued from your first month, plus 13 public holidays.
• Employee Development Budget of $2,200 and 4 full training days per year.
• Company 401k contribution of 5%.
• Healthcare coverage contribution, including medical, dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.