doinstruct - Customer Operations Associate (f/m/x)

• You've worked in a situation where unhappy people needed help, and you had to figure out how to give it without a script. Customer support, hospitality, a Werkstudent role where things regularly went wrong: all 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 make it feel manageable rather than his fault. • You are an avid user of LLM solutions and understand how to adapt them for optimal results, to what extent you can trust their output, and when they tend to fail. • You find software genuinely interesting at the level of "how does this actually work?" Curiosity matters here more than technical credentials. • When you hit something you haven't seen before, you go figure 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 Lead, is your main working partner. She built the current support function from scratch and trained Fin to handle the volume it does, and knows the product better than almost anyone outside 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 opened 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 • 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. • You're starting to level up the systems around you. Patterns from your queue are reaching Engineering in a form they can act on. You're building process: response approaches, triage heuristics, escalation criteria that exist somewhere beyond your own head. • There's proof. Something in how doinstruct runs support is measurably better because you were here. A pattern 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 make 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 step of your personal and professional development. • Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply. • We embrace diversity and hire people based on their ability to perform 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 reach out to our Talent Acquisition Manager, Leonard, at [email protected].