doinstruct · Remote within Germany
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, an...
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 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
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 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.
12 months
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 leonard.mielke@doinstruct.com.
Role
Customer Operations Associate (f/m/x)
Locations
Published
June 18
Deadline
August 16