Product Operations is a second-level support function that helps connect our Product and Engineering teams with the rest of the company. This role is a great opportunity for junior candidates who want to start their career in a tech company, learn fast, and gain hands-on experience with modern AI tools in a real business environment.

As a Product Operations Specialist, you support colleagues from our Business teams who use our platform as internal superusers. You look into questions or issues they raise, solve them where possible, or pass them on to Product or Engineering when needed. Quickly enough, you’ll learn how many of these tasks can be handled with the help of AI tools: AI supports simple requests and first-line guidance, while you focus on more complex cases and make sure they’re followed through properly.

Alongside the daily work, you help improve how things are done, support colleagues in using the platform confidently (e.g. by providing trainings), and share feedback with the Product team. This is a hands-on role for someone who is curious, enjoys working with the newest technology, and likes helping others while learning something new every day.

Key Responsibilities

Your responsibilities will be centered around:

• Single Point of Contact for inbound user queries: You run and continuously improve the single “front door” for all product-related questions, ensuring our colleagues get the help they need. You triage incoming requests and keep full visibility and accountability from intake to resolution.
• AI-Assisted Support & Triage: You run inbound operations together with AI agents that handle first-line intake and guidance, while you step in yourself for complex or escalated cases. You continuously refine agent behaviour, improve automation, and identify repetitive workflows that can be automated.
• Subject-matter Expert for relevant tools: your natural drive to continuously explore and learn about new AI tools and technologies make you grow into the go-to expert for this area.
• Feedback Curation & Product Insight: You collect and clarify qualitative product feedback from engaging with your colleagues when they raise tickets. You turn recurring themes into actionable insights for our Product team, in this way supporting and having a tangible impact on new feature rollouts that benefit our users.
• Operational Product Tasks and Enablement: You manage and improve operational tasks and workflows where automation isn’t yet possible. You subsequently support internal teams in adopting new workflows through training and enablement.
• Knowledge and Self-Serve Content Ownership: You actively support elevating general product knowledge within the team by creating documentation and build self-serve pathways.
• Cross-functional Collaboration: You represent the Product function in exchanges with wider teams (such as BI, Customer Support, Operations) e.g. around knowledge effectiveness, product quality, feature testing or analytics initiatives.

Qualifications & Skills

What you bring

• Ideally you’ve recently finished a Bachelor or a commercial apprenticeship combined with further training in business
• Experience in product-facing operations or general customer support is nice-to-have, but it is mostly your insatiable curiosity, your hunger to learn, and your ability to continuously keep your knowledge up-to-date that are key to succeeding in this role.
• Strong interest in product and user mindset: you intrinsically care about how things work and how to make them better, with the end goal of serving our users in the best way possible
• AI-native and automation-first mindset: you are passionate about leveraging AI to drive operational efficiency and enhance the team's productivity.
• Comfortable in working in a fast-changing environment while staying structured and calm, being confortable to proactively ask for assistance when needed.
• Fluency in both German and English is a must
• Nice-to-have: familiarity with basic analytics or diagnostic tools (logs, dashboards, SQL).

Working Hours

This role is mainly done during regular business hours, with a shared team responsibility for out-of-hours remote support in case any unexpected critical issues arise. The Product Operations team will monitor and respond to critical issues from 7am to 11pm on weekdays and 8am to 10pm on weekends.

Why join Coople?

At Coople, we connect companies and workers through a platform built for flexible work. We help businesses plan smarter and support people in finding jobs that fit their lives. Our values – Agile, Collaborative, Empowering, Fair, and Passionate – shape our team spirit and define the way we work to truly make a difference.