Working Student, 3rd Level Support – Legal AI Tech Scale-Up

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage the support inbox and handle requests from both customers and publishers.

• Prioritize incoming support cases to ensure all issues are addressed promptly.

• Independently resolve third-level product and usage inquiries.

• Escalate issues to Product or Engineering for deeper technical assistance when necessary.

• Monitor response and resolution times to adhere to contractual service-level agreements.

• Keep case documentation organized and up-to-date in Jira and Confluence.

• Transform frequent inquiries into FAQ and knowledge base articles.

• Relay recurring issues and trends back to the GTM, Product, and Customer Success teams.

⛳️ Requirements

• Must be an enrolled student at a German university for the entire duration of the working student contract.

• Proficiency in German (B2 to C2 level).

• Good command of English for internal communication purposes.

• Must be residing in Germany.

• Availability for approximately 4 hours per day, from Monday to Thursday.

• Strong, professional written communication skills.

• Well-structured and self-organized approach to tasks.

• Comfortable using digital tools, including ticketing systems, Jira, Confluence, and Microsoft 365.

• Previous experience in support, service desk, or customer-facing roles is advantageous, but not mandatory.

• A keen interest in legal tech or AI is a plus; a background in law or business is appreciated but not required.

🏝️ Benefits

• Paid position.

• Opportunities for mentorship and personal development.

• Flexible working arrangements, primarily remote, with a base in Berlin or Munich.

• Real responsibility and the opportunity to influence team operations.

• Access to modern tools, automation, and AI-supported development processes.

• A collaborative team environment that values initiative.