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, 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 th...