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

As a Working Student in 3rd Level Support, you are the person who makes sure customer and publisher requests are answered properly and on time. You will take incoming support cases, work them through to a resolution, and make sure we stay within the service levels we have contractually committed to our partners.

What you'll do

• Own the support inbox. Take in customer and publisher requests, triage them, and make sure nothing is left unanswered.
• Resolve 3rd-level cases. Work through product and usage questions independently, and escalate to Product or Engineering when a case genuinely needs them.
• Protect our SLAs. Track response and resolution times and make sure we deliver within our contractual commitments.
• Document and improve. Keep case documentation clean in our tools (Jira / Confluence), and turn recurring questions into FAQ and knowledge base entries so they get answered faster next time.
• Close the loop internally. Feed patterns and recurring pain points back to the GTM, Product, and Customer Success teams.

What you'll need

• Enrolled student at a German university for the full duration of the working student contract — field of study is secondary; your reliability and communication are what matter.
• German Level (B2 to C2), as you will support German-speaking legal professionals. Good English for internal communication.
• Based in Germany and available approx. 4 hours per day, Monday to Thursday — dependable, predictable availability matters more here than total hours.
• Clear, professional written communication. You can explain something to a lawyer without sounding technical, and stay friendly when someone is frustrated.
• Structured and self-organised. You keep track of open cases, follow up without being reminded, and know when to escalate.
• Comfortable with digital tools — ticketing / Jira, Confluence, and Microsoft 365.

Nice to have

• Prior support, service desk, or customer-facing experience.
• Interest in legal tech or AI — a legal or business background is welcome but not required.

What they offer

• Paid position
• Mentorship and learning opportunities
• Flexible, mostly remote work with a Berlin/Munich home base
• Real ownership and the chance to shape how our teams work
• Exposure to modern tooling, automation, and AI-assisted development