Customer Operations Associate (fmx)

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 hasnt 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 cant 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.

Were looking for that person: someone to work alongside Fin tackle what it cant resolve and make sure the customers who rely on doinstruct to run their operations can actually use it.

What youll 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 isnt 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

• Youve 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 German specifically you can write to a factory floor manager whos 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 havent seen before you go figure it out.

Whats 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 youll 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 youre 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 arent guaranteed. They have happened.

What success looks like

3 months

The queue is yours. Youre making triage calls independently your product knowledge is built from the work itself and Sonja isnt reviewing responses before they go out.

6 months

Youre starting to level up the systems around you. Patterns from your queue are reaching Engineering in a form they can act on. Youre building process: response approaches triage heuristics escalation criteria that exist somewhere beyond your own head.

12 months

Theres 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 dont 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

Required Experience:

IC