Role Description Wir suchen eine:n motivierte:n Pflichtpraktikant:in (m/w/d) für den Customer Service, um unser Team zu verstärken. Hier arbeitest du in einem schlanken Team mit großem Zusammenhalt, in dem deine Arbeit direkt sichtbar wird. Was uns wichtig ist: Du kommunizierst nicht nur gerne, sondern denkst mit – du treibst das Kundenerlebnis aktiv voran, übernimmst Verantwortung und wächst mit uns. Customer Happiness: - Du bist die erste Anlaufstelle für unsere Kund:innen im DACH- und UK-Raum. - Beantwortest Anfragen via E-Mail und Social Media kompetent und herzlich. - Bearbeitest Retouren und Zahlungsfälle. - Übernimmst die Beantwortung von Kundenfeedback auf Bewertungsplattformen. Prozessoptimierung: - Du erhältst tiefen Einblick in die Customer Service Operations eines international wachsenden Startups. - Hilfst uns dabei, Support-Prozesse effizienter zu gestalten. Skalierung: - Du unterstützt uns aktiv dabei, ein innovatives EdTech-Produkt für Kinder international erfolgreich zu machen. Schnittstellenarbeit: - Du arbeitest eng mit dem restlichen Team zusammen. - Filterst Kundenfeedback und gibst wichtige Impulse direkt an die Produktentwicklung weiter. Qualifications - Du bist eingeschriebene:r Student:in und möchtest dein Pflichtpraktikum für einen Zeitraum von mindestens 20 Wochen absolvieren (idealerweise von August bis Dezember oder September bis Januar). - Du brennst dafür, erste Praxiserfahrung in einem schnell wachsenden Startup zu sammeln. - Du besitzt exzellente zwischenmenschliche Fähigkeiten und kommunizierst stilsicher auf Deutsch und Englisch. - Du bist ein organisierter, effizienter Teamplayer mit hoher Sorgfalt und einer strukturierten Arbeitsweise. - Eine proaktive Hands-on-Mentalität zeichnet dich aus – du arbeitest gerne agil und schätzt kurze Entscheidungswege. Benefits - Flexibilität: Du kannst komplett Remote aus dem Home-Office arbeiten oder uns in unserem Büro in München besuchen. - Steile Lernkurve: Einblicke aus erster Hand in ein ambitioniertes, wachsendes EdTech-Unternehmen. - Teamspirit: Ein motiviertes, humorvolles und dynamisches Team, das gemeinsam die Zukunft des Lernens gestaltet. - Vergütung: Für dein Pflichtpraktikum zahlen wir dir ein monatliches Gehalt von 800€ brutto. Darüber hinaus laden wir dich selbstverständlich zu unseren Teamevents nach München ein - Hotel und Transfer zahlen wir. - Bring a friend: Da wir für die Stelle zwei Praktikant:innen suchen, ist das vielleicht deine Möglichkeit, gemeinsam mit einer Kommilitonin / einem Kommilitonen dein Pflichtpraktikum zu absolvieren.

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

Role Description We’re seeking a self-starter with a proven track record in SaaS customer support, someone who’s not afraid to get their hands dirty and can work alongside AI, Customer Success, and Product teams. You’ll be the kind of person who can own outcomes, spot inefficiencies, and take initiative to fix them. This role blends operational excellence with startup grit and ownership. - Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation - Proactively identify gaps in support processes, documentation, and tools, and lead improvements - Collaborate cross-functionally with Product, Engineering, and Customer Success to surface recurring issues and feature requests - Build, maintain, and continuously improve macros, help centre articles, and internal workflows - Analyse ticket trends and contribute to support reporting and dashboards - Lead initiatives that improve support quality, automation, and internal workflows - Ensure consistent delivery of support KPIs, including CSAT, SLA compliance, and FRT benchmarks Qualifications - 5+ years of customer support experience, with at least 2 years in a SaaS or tech startup environment - An analytical mindset with the ability to spot patterns and solve root causes - Excellent written and verbal communication, concise, clear, and empathetic - Strong prioritisation and time management skills; thrives in async, remote setups - Confident working across teams and making independent decisions - Familiarity with tools like Zendesk, Notion, Slack, and Hubspot is a strong plus - Bonus: experience with data tools like Heap or Google Sheets Requirements - The candidate is required to have an internet connection of at least 50Mbps. - This is a 24/7 operation, and candidates should expect to work weekends and night shifts. Values that are important to us: - You should be a great communicator and culture maintainer - You're data-driven and customer-focused - You value fast & incremental engineering cycles - You maintain design excellence and minimise complexity - You measure your results & automate when possible - You get 10% better at something every week - You have an internal compass and take accountability & initiative - We value overcommunication, candid feedback and a results-driven culture Benefits - Competitive compensation - Work remotely anywhere in your respective country - Ability to move laterally within a team and grow rapidly - Paid time off and flexible leave policy - No boss culture - Flexible working hours - LGBTQ+ friendly - Company offsites - Tech reimbursements

Title: Member Support Specialist Location: Remote Job Description: Remote Status: Remote Job Id: MSS 01 # of Openings: 1 Pay Range: $18 per hour Position Summary: The Member Support Specialist (MSS) at Labor Credit Union serves as one of the first points of contact for members, delivering exceptional service through phone, email, and other digital communication channels. This role is essential in assisting members with account inquiries, resolving issues, promoting credit union products, and ensuring a positive member experience from onboarding onward. The MSS also contributes to member growth by cultivating business relationships, engaging potential members, and embodying Labor CU's core values: Bold & Innovative, Convenient, Inclusive, Leadership, and Financial Stability. By demonstrating these principles, the MSS helps drive both member satisfaction and organizational success. Primary Duties & Responsibilities: Member Support • Respond to member inquiries promptly and professionally via phone, email, chat, or secure messaging. • Assist members with account information and transaction details. • Resolve member concerns efficiently, escalating complex issues when necessary. Transaction Assistance • Process transfers, payments, and account updates accurately. • Provide guidance on digital services such as online banking, mobile apps, and bill pay systems. • Troubleshoot technical issues related to digital banking platforms. Sales and Service • Identify member needs and recommend or refer credit union products and services. • Educate members on the benefits of offerings, including loans, credit cards, and savings options. • Meet individual and team performance goals, including service quality and sales targets. Compliance and Security • Verify member identities and maintain strict confidentiality of all information. • Adhere to credit union policies, procedures, and regulatory requirements. • Monitor for and report suspicious activity in accordance with fraud prevention guidelines. Documentation and Follow-Up • Accurately document all member interactions, transactions, and resolutions. • Follow up on inquiries to ensure timely and satisfactory resolution. • Provide constructive feedback to management on recurring issues and opportunities for process improvement. Team Collaboration • Actively participate in meetings and training sessions to stay updated on products, services, and procedures. • Collaborate across departments to enhance member experience and resolve issues efficiently. • Communicate effectively and respectfully between departments. 7. Performs other duties as assigned. Position Requirements: • High school diploma or equivalent (required); some college coursework or a degree (preferred). • Minimum of 1–2 years of experience in customer service, preferably within a financial institution or call center. • Certified Financial Counselor (CCUFC) certification preferred. • Strong verbal and written communication skills. • Excellent problem-solving and decision-making abilities. • Proficient in call center software, banking systems, and Microsoft Office Suite. Work Environment: • Must have a reliable high-speed internet connection and a quiet, secure workspace for remote work. • Flexibility in hours may be required, including evenings or weekends, based on member needs. • Must be able to sit for extended periods while working on a computer and phone or headset. • Occasionally required to lift/move items up to 10 lbs. (e.g., office supplies or equipment). • Remote role. Occasional travel to on-site locations may be required.