• Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. • Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. • Document solutions and insights into internal and client-facing knowledge bases. • Completely non-scripted problem-solving. • Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. • Analyze support data to identify trends, root causes and recurring pain points. • Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. • Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. • Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. • Communicate directly and confidently with clients and internal teams at all levels. • Participate in regular syncs with clients to align support operations with game priorities. • Provide structured, data-backed feedback to improve client satisfaction and in-game experience. • Contribute to a feedback loop between players, clients and internal support teams for continuous improvement.

• Upload documents to member files • Enter data into member files • Generate barcodes to catalog documents • Perform all other tasks related to sorting information relevant to members • Critical evaluation of received data to identify errors, inconsistencies, and omissions • Meet productivity standards according to the learning curve • Navigate through our various tools and validate the feasibility of the transaction • Assist and carry out special projects as requested by a direct supervisor or team leader. • Other duties as assigned.

Role Description As a Guest Experience Agent, you are the first point of contact for our guests - digital, empathetic and solution-oriented. You accompany them before, during and after their stay and ensure that their experience is smooth and special. - Support and communicate with our guests and partners via WhatsApp, e-mail, chat and, if necessary, telephone - Processing inquiries about bookings, arrivals & departures, special requests and feedback - You are the first point of contact for urgent problems or emergencies occurring at our remote cabins - You handle guest inquiries of technical nature, follow-up questions about the cabin stay, as well as complaints and other feedback - Be part of a growing hospitality tech start-up company - Work closely with internal teams (e.g. Operations, Marketing, Tech) - Support the quality assurance of our guest processes, improve usage of AI and automated processes Qualifications - Experience in customer service, ideally in the hotel, tourism or hospitality industry - You have a real heart for guests, speak their language - and can also deal with challenging situations professionally - You are motivated to support our guests with all matters - no matter, if tech- or quality related - Very good written and spoken German (C1+), good English skills - Experience in working with Slack, Notion and CRM tools - Structured way of working, reliability and an eye for detail - You have a digital affinity, are a team player and enjoy working remotely Benefits - A meaningful role in a growing, sustainable hospitality company - 100% remote work in a motivated team - Digital work environment - Flexibility to enhance work-life-balance Company Description Raus ist ein schnell wachsendes Berliner Scale-up, das neu definiert, wie Menschen in der Natur zur Ruhe kommen. Seit 2021 bieten wir immersive Erlebnisse an einzigartigen, naturnahen Standorten – ermöglicht durch sorgfältig gestaltete Cabins – und haben bereits mehr als 50.000 Gästen geholfen, Abstand vom Stadtleben zu finden. Mit kontinuierlichem Wachstum Jahr für Jahr und einer Expansion in ganz Europa, unterstützt von führenden Brancheninvestoren, positionieren wir Raus als den europäischen Kategorienführer im Bereich „Experiential Outdoor Hospitality“.

• Establish and maintain relationships with external experts • Respond to inquiries by providing scientific/medical information • Deliver presentations on various scientific topics • Attend relevant meetings and conferences and prepare summaries of key data