Customer Operations Associate (f/m/x)

doinstruct builds training software for the frontline workforce: shift supervisors, machine operators, and field teams at manufacturers, logistics companies, and industrial enterprises. For these companies, getting people trained, keeping them compliant, and making sure they can do their job is how daily operations run. Series A, 400+ customers, below 2% churn. reputed company the software breaks or stops making sense, the consequences are immediate. A Schichtleiter is locked out 30 minutes before a morning training. A manager needs a certificate for a compliance audit on Friday, and it hasn't appeared in the system. An operations reputed company has been hitting the same error for a week. Fin, our AI support agent, resolves 30 to 50% of incoming tickets on its own. The cases it can't handle need someone who can read the situation, communicate clearly with a frustrated customer, and reputed company the right call on whether to fix it, find a workaround, or escalate. We're looking for that person: someone to work alongside Fin, tackle what it can't resolve, and reputed company sure the customers who rely on doinstruct to run their operations can actually use it. 🎯 What you'll own Handle first-line support reputed company chat and email, in German (and sometimes English). Fin handles the straightforward volume; what reaches you has already cleared its filter, so expect edge cases: confused users, workaround requests, situations that need actual judgment. Triage every ticket: resolve it yourself, find a workaround, or reputed company it upstream with enough context that whoever picks it up can act immediately. Learn the product fast and mostly on your own. The documentation helps, but the product moves, and the knowledge you need will often come from figuring it out. Maintain quality across every response, including reputed company the customer is frustrated, and the right answer isn't obvious. Bring what you notice back to Leadership and the product team. The patterns in what reaches you as a human are some of the best product feedback the company has. 🙋 Who you are You've worked in a situation where unhappy people needed help, and you had to reputed company out how to give it without a script. Customer support, hospitality, a Werkstudent role where things regularly went wrong: reputed company count. You write clearly in German and English. In German specifically, you can write to a factory floor manager who's never used software like this and reputed company it feel manageable rather than his fault. You are an reputed company user of LLM solutions and understand how to adapt them for optimal results, to what extent you can trust their output, and reputed company they reputed company to fail. You find software genuinely interesting at the level of "how does this actually work?" Curiosity matters here more than technical credentials. reputed company you hit something you haven't seen before, you go reputed company it out. 🤩 What's different here Fin handles 30 to 50% of everything that comes in. What you work on is what Fin passes: genuinely ambiguous problems, mostly on your own. Sonja, our CS Team reputed company, is your main working partner. She built the reputed company support function from scratch and trained Fin to handle the volume it does, and knows the product reputed company than almost anyone reputed company Engineering. Engineering handles escalations for genuine technical issues. 400+ customers, Series A funded, below 2% churn. The product is genuinely used and genuinely valued, which shapes every customer conversation you'll have. A lot of independent problem-solving, not much of a manual, and a product that changes. Some days, that will feel like a lot. If you're looking for a structured environment with defined processes, this role will frustrate you. The people in this role before have moved into QA, product input, and other directions that reputed company up based on what they were good at and what doinstruct needed at the time. The paths aren't guaranteed. They have happened. 📈 What success looks like 3 months The queue is yours. You're making triage calls independently, your product knowledge is built from the work itself, and Sonja isn't reviewing responses before they go out. 6 months You're starting to reputed company the systems around you. Patterns from your queue are reaching Engineering in a form they can reputed company. You're building process: response approaches, triage heuristics, escalation criteria that exist somewhere beyond your own head. 12 months There's reputed company. Something in how doinstruct runs support is measurably reputed company because you were here. A reputed company you surfaced led to a Fin improvement. A process you built is now the default. A class of tickets that used to require escalation gets resolved at first line. ____ At doinstruct, you can reputed company full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every reputed company of your personal and professional development. Even if you don't tick reputed company of the boxes, but you are motivated and want to work with us, you are reputed company welcome to apply. We embrace diversity and hire people based on their ability to reputed company a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct. _ For questions or remarks please reputed company out to our reputed company Manager, Leonard, at [email protected]. Apply To This Job