Working Student (f/m/d) – Customer Support (1st Level)

Your Mission

For our Berlin office, we’re currently looking for a German-speaking Working Student (m/f/d) in Customer Support (First-Level) to actively support our Customer Success team. In this role, you will be the first point of contact for our customers, assisting them via email, chat, and phone with questions about our SaaS platform. Your goal is to create a positive support experience—you’ll triage incoming requests, directly answer common inquiries, and escalate more complex issues to the appropriate team. With your help, our customers receive timely solutions and remain fully satisfied with our service. You’ll collaborate closely with our Customer Success and Development teams, utilize internal knowledge bases, and share user feedback to continuously improve our platform.

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Your Tasks

• Receive and prioritize inquiries: You’ll handle incoming support requests (via email, chat, and phone), quickly identifying the key issues for our customers. You’ll prioritize urgent cases to ensure nobody waits too long for an answer.
• Provide assistance: You’ll respond to frequent questions and resolve standard problems independently using our knowledge base (Confluence) and the product knowledge you’ve acquired. When necessary, you’ll carry out small diagnostic steps with users, for example via screenshare or phone guidance, to fix simple issues on the spot.
• Manage tickets: You’ll maintain our support tickets and customer data in the CRM system (HubSpot) while keeping track of open cases. You’ll document each step of your solution process clearly so the entire team can follow the progress.
• Escalate when needed: If you get stuck, you’ll escalate the case to our specialists in second-level support or to our developers. For example, you’ll create Jira tickets for bugs and ensure all relevant information (error messages, reproduction steps, etc.) is provided.
• Knowledge sharing: You’ll record recurring questions and solutions, contributing to the constant improvement of our internal FAQs and documentation. This ensures the team learns from each issue and can resolve future inquiries even faster.

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Your Profile

• You are enrolled as a student (m/f/d) at a university — ideally for at least one more year. Your field of study is secondary, although subjects related to our industry can be helpful.
• Language proficiency: You speak and write fluent German and can explain complex matters clearly and in a friendly manner. Good English skills are a plus, as our company language is English.
• Customer-focused: You enjoy helping others, are patient, and respond empathetically to user questions. Strong service awareness and communication skills define you.
• Quick learner: You rapidly pick up new software products and are tech-savvy. Ideally, you’ve already had some exposure to tools like HubSpot, Jira, or Confluence — at least you’re not intimidated by new systems.
• Structured approach: You can set priorities and stay on top of multiple concurrent inquiries. You tackle challenges in a solution-oriented and conscientious manner, documenting your work steps carefully.
• Team spirit: You enjoy working in a team and coordinate closely with your colleagues. At the same time, you take responsibility for your tasks and can work independently once you’re trained. Previous experience in customer support or IT help desk is a plus, but not a must — what matters most is reliability, willingness to learn, and the right attitude!

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Why us?

• We offer an exciting, international environment at the intersection of IT, live entertainment, and sports.
• You’ll be part of an ambitious, international, and results-oriented team in a young startup.
• You’ll have varied tasks with many great opportunities for further development.
• Our benefits package includes, among other things:
  • Personal training budget
  • Subsidized public transport ticket
  • Free Urban Sports Club M membership
• Modern, spacious office in the heart of Kreuzberg.

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