Customer Operations Associate (f/m/x)

Job description

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. When 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 lead 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 make 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 make sure the customers who rely on doinstruct to run their operations can actually use it. 🎯 What you'll own Handle first-line support via 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 route 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 when 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 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 f…