Customer Support Agent (f/m/x)

In this role, you will provide thoughtful, tailored support to help customers succeed with our product – from simple queries to complex troubleshooting. You’ll need to bring critical thinking, deep product understanding, and ownership to everything you do.

What You’ll Do

• Customer Support Excellence: Handle incoming support inquiries via email, chat, and occasional phone calls. Resolve issues efficiently, empathetically, and with a focus on long-term success.
• Product Expertise: Become a subject matter expert in the Doinstruct platform, helping customers navigate complex features and troubleshooting challenges.
• Process Building: Support our teamlead in establishing scalable support processes and best practices for a growing team.
• Customer Advocacy: Gather customer feedback and work closely with Product and Engineering teams to improve the platform.
• Autonomous Problem-Solving: Independently prioritize and resolve support requests, keeping the customer’s needs at the forefront.

What We’re Looking For

• 2+ years of experience in customer support or a similar role in a B2B SaaS environment.
• Excellent written and verbal communication skills in German and English
• A proactive mindset with a passion for solving complex problems.
• A high degree of empathy and customer-centric thinking.
• Proven ability to work autonomously and take ownership in a startup or high-growth environment.

What we offer:

• Be a Catalyst for Change: Join us in revolutionizing Learning & Development for frontline workers, making a tangible impact on their lives and career growth. Be part of a company that’s not just about business but also about doing good, by making education and training accessible to Frontline Workers.
• Ownership from Day One: Step into a role where your ideas matter, and you have the autonomy to shape projects and drive them to success. We are a small but growing team which means experiencing the thrill of working in a startup environment with flat hierarchies, where creativity and innovation are encouraged and celebrated.
• Grow with Us: Embrace the opportunity to learn from a passionate and highly motivated team, where knowledge sharing and mutual growth are core values. Thrive in a culture that fosters teamwork, open communication, and collective problem-solving.
• Make Your Mark: Every contribution you make helps us move closer to our vision, giving you a sense of purpose and accomplishment.
• Flexibility and Balance: Enjoy a work environment that understands the importance of flexibility and work-life balance, allowing you to excel both professionally and personally. Be part of our Offices in Berlin or Osnabrück or work fully remote in Germany.
• Recent Investment Round: doinstruct secured $7M funding in a Seed Round led by European early-stage investor Creandum, an early backer of Spotify, Klarna and iZettle. This means that we not only benefit from a stable financial situation, but also from strong networks, experienced investors and committed mentors who support us along the way.

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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.

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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at [email protected].

Compensation Range: €40K – €50K