Customer Experience Operations & Analytics  (Working Student)

About us

Cleverbridge is the smarter way to sell globally. As a premium Merchant of Record (MoR), we simplify global software sales by combining powerful platform capabilities — including payments, subscriptions, taxes, and compliance — with expert services that fuel growth across the entire customer lifecycle. From onboarding and implementation to ongoing optimization and strategic guidance, our team works as an extension of our clients', helping them remove friction, reduce risk, and expand into new markets with confidence.

About the role

Our Customer Experience Management team in Cologne is looking for a working student to support us part-time, ideally 15–20 hours per week.

In this role, you will support the team with research, analysis, testing, documentation, reporting, and project coordination around our customer support systems and processes. A key focus will be our Zendesk environment, including self-service, automation, AI-supported workflows, reporting, and knowledge management.

This is a great opportunity if you are interested in customer experience, digital tools, AI, automation, analytics, and process improvement. You do not need previous Zendesk experience — we will train you and help you build the required knowledge step by step.

Your Responsibilities

You will support the Customer Experience Management team with: 

• Organizing and maintaining Zendesk-related backlog items, roadmap documentation, and project notes.

• Researching new Zendesk features, AI capabilities, automation opportunities, and customer experience technology trends.

• Preparing summaries, first analyses, and decision-support materials for ongoing improvement initiatives.

• Supporting reporting and analytics work, for example by preparing data, checking dashboards, and identifying trends or improvement opportunities using tools such as Zendesk Explore, Excel, and internal reporting tools.

• Reviewing AI Agent and chatbot interactions to help identify patterns, gaps, and potential optimization areas.

• Supporting testing and quality assurance for new workflows, automations, self-service improvements, and system changes.

• Supporting knowledge management activities, such as reviewing Help Center content, maintaining documentation, and identifying content gaps.

• Helping with meeting notes, action item tracking, follow-up documentation, and coordination of ongoing CXM initiatives, for example around AI Automation, Help Center AI readiness, Zendesk workflow improvements, and customer self-service optimization.

Your Background

• Currently enrolled in a degree program in Computer Science, Cyber Security, Information Systems or a related field

• Strong interest in Information Security and willingness to learn

• Basic understanding of IT infrastructure, cloud technologies, networking or operating systems

• Initial experience with programming or scripting (e.g., Python, JavaScript, Bash, or similar) is a plus

• Ability to work structured, independently, and reliable with good analytical skills

• Good English communication skills and ability to work collaboratively in a team

The role is based in Cologne with a hybrid working setup. Start date by arrangement. 

Benefits of working at Cleverbridge

Cleverbridge is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status, or any other protected class.

At Cleverbridge, we believe in our people and their abilities to drive impact. That's why we offer a competitive salary, flexible working environment, and opportunities for growth and advancement. If you're ready to take the next step in your career, we want you on our team! Apply now and let's build something amazing together.

Still have questions?

Get in touch with us! Whether it’s a role-specific question or a question about life at Cleverbridge, we would love to chat with you and will do our best to respond as quickly as possible.