Customer Support (Working Student) (m/f/d)

🎤 WHY VOIZE? BECAUSE WE’RE MORE THAN JUST A JOB! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to busywork and complex systems that pull them away from what matters most: people. Our vision is to change that by building AI companions that seamlessly take over digital workflows. We don’t replace humans with technology - we amplify their impact. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission! 💡 YOUR MISSION: OWN INBOUND SUPPORT AND DRIVE GREAT RESOLUTIONS As a Working Student in Customer Support at voize, you do the same work as our full-time Customer Support Managers; just part-time, built around your studies. You are responsible for delivering a consistently excellent customer experience across our inbound channels: voice, chat, and email. You make sure customers get fast, helpful answers, and you keep cases moving from first contact to resolution. When an issue requires deeper investigation, you collaborate closely with Technical Support and other internal teams to ensure problems are solved thoroughly and communication stays clear. And because care doesn't stop at 17:00 during a weekday, neither does our support: your shifts focus on evenings and weekends — the hours when nurses still need us and your coverage matters most. 🕒 YOUR WORKING MODEL — PART-TIME, IN ROTATING SHIFTS - Our support operates 07:00–22:00, seven days a week — as a Working Student, you cover part of that window in a rotating shift schedule, with a focus on evening shifts and weekend rotations - Shifts are planned weeks in advance together with the team, with flexibility to swap around exams and semester deadlines - Up to 20 hours/week during the semester, typically concentrated into evening and weekend blocks — more is possible during semester breaks - You're never alone on a shift: there's always a clear escalation path to an on-call colleague 🚀 YOUR DAILY BUSINESS — NO TWO SHIFTS ARE ALIKE - 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 (process improvements, better guidance, product feedback). 🤝 YOUR SKILLSET — WHAT YOU BRING TO THE TABLE - Currently enrolled as a student (Bachelor's/Master's) — active enrollment is required for a Werkstudent contract; your field of study matters less than your mindset. - First customer-facing experience: through working student jobs, internships, hospitality, retail, volunteering, or similar. You know what it feels like to help someone under time pressure. - 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. - Ownership and reliability: you follow through, keep stakeholders informed, and care about quality. - Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration. 🌱 GROWING TOGETHER - WHAT YOU CAN EXPECT AT VOIZE - Flexible working hours because you know when you work best! - reimbursement of the “Deutschlandticket” - 25 days of vacation – and your birthday off ✨ READY TO TALK? APPLY NOW! 🚀 We look forward to your application and can’t wait to meet you - no matter who you are or what background you have!