Working Student - Customer Support & AI Tools

THE ROLE

Zattoo is the leading player in the TV-as-a-Service space in Europe serving several million TV users and dozens of B2B customers, helping them watch what they want, where they want, when they want. As our user and subscriber base is constantly growing we are searching for a highly motivated Customer Service Specialist who is passionate about helping customers and excited about how new technologies and AI can improve the way we support our users. You will be part of a skilled Customer Service team and play an important role in responding to user inquiries while also contributing to the evolution of our support operations through modern tools, automation and AI-driven solutions.

CONSUMER TEAM @ZATTOO

Customer Service is part of the Consumer Team at Zattoo. The Consumer Team focuses on shaping the overall experience of our users across the entire customer journey - from discovering Zattoo to using and enjoying our product every day. 

The team combines expertise from areas such as Product, Marketing, Data and Customer Service to better understand user needs, identify opportunities for improvement and continuously enhance the Zattoo experience. By leveraging customer insights, data and modern technologies, the Consumer Team plays a key role in ensuring that our product remains intuitive, reliable and truly customer-focused for millions of users. 

Customer feedback and real user interactions are at the heart of this work, making Customer Service an important bridge between our users and internal teams.

WHAT YOU’LL DO

Support our Customer Service team in delivering excellent support to our Zattoo users while helping us evolve our service operations with modern AI and automation tools.

Customer Support

• Respond to inbound customer inquiries using our customer service tools (email and chat) and process subscription refunds when required


• Answer questions and comments on our social media channels and through the app stores


• Identify trends in recurring customer inquiries and proactively suggest improvements for our service and product


• Escalate issues reported by Zattoo users internally and help detect patterns across support cases
  
  

Customer Service Tools & CRM

• Maintain and update data in our customer service tools and CRM systems


• Support the administration and optimization of customer support tools and workflows


• Help evaluate and implement new features within our support platforms
  
  

AI & Automation in Customer Support

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  • Support the development and improvement of AI-driven customer support solutions (e.g. chatbots, AI assistants, agentic AI workflows)
  
  
  • Help test, train and optimize AI systems used in customer service
  
  
  • Identify opportunities where automation or AI could improve support processes while maintaining a high-quality, human-centered customer experience
  
  
  
  

WHAT YOU’LL BRING

• Fluency in English is required, German is beneficial


• Experience responding to emails, App Store reviews or social media queries for a large user base


• Strong digital affinity and curiosity for new technologies


• Interest in AI tools, automation and modern customer support technologies


• Familiarity with CRM systems, support platforms or workflow tools (e.g. Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, etc.)


• Structured and analytical thinking with the ability to identify patterns in user feedback


• Excellent communication skills and a strong customer-first mindset


• Comfortable working with remote colleagues and cross-functional teams

WHY JOIN US? 

At Zattoo, you’re always on firm ground with real freedom to explore. You’ll have the support and opportunity you need to go far, while you’re helping us create a sustainable and entertainment-filled future for all.

WHAT WE OFFER YOU 

• Reward: Strong market competitive salary


• Invest: Valuable work experience, guidance, and growth opportunities


• Regulate: Trust based flexible working hours and the option for remote work worldwide for up to 8 weeks per year

Plus:

• We’re sharing: Free access to the best streaming experience on the market


• We're developing: Access to exciting learning opportunities like internal trainings, German language classes and hackdays


• We’re inclusive: ‘Zattooies’ are a fun, engaged, and diverse team made up of 47 nationalities


• We’re healthy: Health checks, mental wellbeing support, team sports and more!


• We’re responsible: We are carbon neutral, an active employee Green team, 


• We’re sociable: A calendar of events with fireside chats, lunches, in-house bar, BBQ’s, monthly socials, summer party and an annual off-site event