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About the Role
As a Working Student in the Customer Service Automation Centre of Excellence, you will be the front end of our automation pipeline. Your role involves interviewing customer service personnel to document existing processes, validate rules and exceptions, and prepare them for implementation by engineers. The quality of your documentation directly impacts the speed of automation.
Responsibilities
- Interview Customer Service agents, team leads, and process owners to capture refund and service processes, including exceptions and workarounds.
- Create standardized, concise process documents detailing triggers, steps, decision rules, systems touched, exceptions, and volumes.
- Validate documented processes with owners, cross-check against real cases, resolve contradictions, and obtain sign-off.
- Express eligibility and handling rules as decision tables for implementation by Process Intelligence Engineers, flagging ambiguities.
- Analyze process data using a process mining platform to identify bottlenecks, deviations, and volume patterns, incorporating findings into documentation.
- Maintain the documentation backlog, tracking status from drafted to built.
- Keep documentation current as processes change and convert legacy documentation to the standard text-based format.
Requirements
- Enrolled student in business informatics, business administration, industrial engineering, information systems, or a comparable program.
- Availability for approximately 20 hours per week for 6 months.
- Comfortable approaching busy individuals, asking clarifying questions, and summarizing information.
- Structured and detail-oriented with the ability to create documentation that others can work from.
- Possess business and process judgment to understand rule origins and edge cases.
- Ability to identify patterns across cases rather than treating each in isolation.
- Proficient in written English, capable of producing complete, concise, and neat documentation.
- Basics of process mapping or flowcharts (e.g., BPMN) is a plus.
- Familiarity with Confluence or Jira is a plus.
- First exposure to customer service or process improvement work is a plus.
- Hands-on experience with a process mining tool (Celonis, Disco, ProM or similar) is a plus.
Skills
- Process discovery
- Process documentation
- Process validation
- Business rules capture
- Data-driven process analysis
- Process mining
- Communication
- Structured thinking
- Detail-orientation
- Written English
Location
- Berlin, Germany
Work Type
- Part-time
- Hybrid
Experience Level
- Student
Education Level
- Enrolled student in business informatics, business administration, industrial engineering, information systems, or a comparable program
Benefits
- 12 free Flix vouchers
- 12 discount vouchers for friends & family
- Work from (M)Anywhere for up to 60 days per year
- Hybrid work model
- Confidential 1:1 counselling
- Courses and stress management support for self and family
- Language classes
- Training courses
- Expert-led sessions
- Mentoring Program
About the Company
- Flix offers a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
- Flix is reshaping how customers get help, moving towards AI-driven resolution across every channel, language, and market.
- At Flix, you’ll find teams that rally together to overcome challenges and spark creativity.
- We believe in an ownership culture, giving you the freedom to take initiative, make an impact, and shape your own career path.
- As Flix continues to expand across the globe, you can make a real difference in how we work.
Equal Opportunity
- We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!