Working Student User Operations & Insights

📋 Description

• • As a Working Student in User Operations & Insights at Bettermile GmbH, you will play a pivotal role in ensuring the seamless and successful experience of our users, acting as a crucial bridge between our customers and our product development teams.
• • This position offers a unique opportunity to gain hands-on experience in a fast-growing SaaS company, contributing directly to the operational excellence and continuous improvement of our innovative last-mile logistics product.
• • You will be instrumental in supporting the daily operational activities of the User Insights & Support team, which functions as the navigation system for user success, ensuring that every interaction is positive and productive.
• • A core responsibility will involve meticulous ticket handling, ensuring that user inquiries and issues are addressed efficiently, accurately, and with a high degree of professionalism.
• • You will also be tasked with the structured documentation of all operational processes, user feedback, and resolutions, creating a comprehensive knowledge base that supports both internal teams and external users.
• • Contributing to quality monitoring is essential; you will assist in tracking key performance indicators, identifying trends, and flagging areas for enhancement to maintain and elevate our service standards.
• • This role involves active participation in continuous improvement initiatives, where your insights and observations will directly inform strategies to optimize user workflows and product functionality.
• • Prior to product releases, you will perform crucial functional checks, acting as a gatekeeper to ensure that new features meet our high standards for quality and usability before they reach our users.
• • A significant aspect of your role will be coordinating and channeling user-focused feedback to the product teams, ensuring that the voice of the customer is heard and integrated into the product development lifecycle.
• • You will be responsible for building and maintaining strong, positive relationships with our users, fostering trust and understanding through consistent and empathetic communication.
• • Internally, you will serve as a dedicated advocate for our users, representing their needs and perspectives to various departments, including product, engineering, and customer success.
• • A key deliverable will be the creation, maintenance, and continuous improvement of our user-facing resources, including comprehensive FAQs, intuitive help center content, and clear internal documentation.
• • This role provides an unparalleled opportunity to gain deep insight into the intricate workings of a rapidly scaling SaaS product within real-world customer environments.
• • Your keen observations and analytical skills will directly influence critical product improvements and shape the overall user experience, making a tangible impact on Bettermile's success.
• • You will be part of a dynamic team that believes in collaboration, mutual support, and a shared vision for transforming last-mile logistics.
• • The User Insights & Support team is more than just a support function; it's a collective of comrades-in-arms dedicated to empowering users and driving the company's mission forward.
• • You will contribute to a culture of open feedback, understanding that customer opinions are the driving force behind meaningful change and ongoing improvement.
• • While pre-defined solutions exist, you will help ensure that each user's path to resolution is unique and tailored to their specific needs and context.
• • Embrace the opportunity to take on responsibility early in your career, supported by experienced mentors who are invested in your professional growth.
• • Work within a hybrid model that balances focused individual work with essential in-person collaboration, fostering strong team connections.
• • Contribute to a modern, kid & pet-friendly workspace located in the vibrant heart of Berlin-Kreuzberg.
• • Leverage the flexibility offered, including the possibility of remote work for up to 12 weeks annually, allowing for a healthy work-life balance.
• • Be part of a company that values diversity, with a team representing numerous languages and nationalities, fostering an inclusive and enriching work environment.
• • Thrive in an environment that champions creational freedom and embraces cutting-edge solutions, allowing you to contribute innovative ideas.
• • Your work will directly impact the efficiency and user experience of our AI-powered SaaS product, which is revolutionizing last-mile logistics.