Customer Operations Associate (f/m/x)

doinstruct

4h•Remote

About The Position

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. 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 make the right call on whether to fix it, find a workaround, or escalate. This role involves working alongside Fin, tackling what it can't resolve, and ensuring customers can use the software to run their operations.

Requirements

Experience in a situation where unhappy people needed help, and you had to figure out how to give it without a script (e.g., customer support, hospitality, Werkstudent role where things regularly went wrong).
Ability to write clearly in German and English.
Ability to write to a factory floor manager who's never used software like this and make it feel manageable rather than their fault.
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.
Curiosity about how software actually works.
Willingness to figure things out when encountering something new.

Nice To Haves

The role involves a lot of independent problem-solving, not much of a manual, and a product that changes.

Responsibilities

Handle first-line support via chat and email, in German (and sometimes English).
Triage every ticket: resolve it yourself, find a workaround, or route it upstream with enough context that whoever picks it up can act immediately.
Learn the product fast and mostly on your own.
Maintain quality across every response, including when the customer is frustrated, and the right answer isn't obvious.
Bring what you notice back to Leadership and the product team.