Customer Support

As a Working Student in Customer Support at voize, you do the same work as full-time Customer Support Managers, part-time and built around your studies. You are responsible for delivering a consistently excellent customer experience across inbound channels: voice, chat, and email, with shifts focused on evenings and weekends.

What you'll do

• Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses during your shift.
• Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure — or a clean, well-documented handover at the end of your shift.
• Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input.
• Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution.
• Handle escalations calmly and effectively, balancing urgency with quality and customer trust — especially in the evening and weekend hours when you're the face of voize.
• Create and improve documentation (FAQs, macros, internal playbooks, handovers) so the team can resolve faster and more consistently.
• Spot patterns in inbound volume and recurring topics, and share insights that help reduce contacts over time.

What you'll need

• Currently enrolled as a student (Bachelor's/Master's) — active enrollment is required for a Werkstudent contract.
• First customer-facing experience through working student jobs, internships, hospitality, retail, volunteering, or similar.
• Excellent, empathetic communication: you can explain solutions clearly, even in stressful situations, and you know how to set expectations without losing warmth or trust.
• Structured problem solving: you can break down unclear issues, ask the right questions, and move things forward without getting stuck.
• Comfort with technical topics (high level): you can work with concepts like apps, devices, logins, and permissions without needing to be an admin or engineer.
• Reliable availability for a rotating shift schedule with evening and weekend coverage — this is essential for the role.
• Fluent German (C2) for customer communication, and solid English for internal collaboration.

Nice to have

• Experience with support tooling such as ticketing systems, knowledge bases, or chat/phone systems (e.g., Intercom, Zendesk, Salesforce, Hubspot).
• Experience in healthcare, care facilities, or a regulated environment.

What they offer

• Up to 20 hours/week during the semester, typically concentrated into evening and weekend blocks — more is possible during semester breaks.
• Reimbursement of the Deutschlandticket.
• 25 days of vacation and your birthday off.
• Flexible working hours and shifts planned weeks in advance with flexibility to swap around exams and semester deadlines.