About the role
At Flix, we offer 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. Before a process can be automated, someone has to understand it, write it down, and get it confirmed - completely, precisely, and in a form an engineer can build from. That someone is you. As Working Student in the Customer Service Automation Centre of Excellence , you are the front end of our automation pipeline: you talk to the people who run our Customer Service processes today, document how things actually work (not how the slide says they work), and validate every rule and exception until it is build-ready. The quality of your documentation directly determines how fast we automate. This position is part-time (20 hours per week) , based in our Berlin office (hybrid model). About the Role Process discovery: interview Customer Service agents, team leads, and process owners to capture how refund and service processes really run day to day, including the exceptions and workarounds nobody wrote down Documentation: turn what you learn into standardized, concise process documents – trigger, steps, decision rules, systems touched, exceptions, volumes (following our one-page template in Confluence) Validation: walk each documented process back through its owner, cross-check it against real cases, resolve contradictions, and get explicit sign-off before it is handed to the automation team Business rules capture: express eligibility and handling rules as clean decision tables (if X and Y, then Z) that the Process Intelligence Engineer can implement directly, with every ambiguity flagged rather than glossed over Data-driven process analysis: use our process mining platform (Celonis) to surface hidden bottlenecks, deviations, and volume patterns that interviews alone won't reveal; bring those findings into your documentation and flag them as automation opportunities Pipeline ownership: maintain the documentation backlog so the automation team always has a queue of validated, build-ready processes; track status from "drafted" to "validated" to "built" Upkeep and cleanup: keep documentation current as processes change, and convert existing legacy documentation (much of it diagram-only) into the standard text-based format About You Enrolled student: in business informatics, business administration, industrial engineering, information systems, or a comparable programme, available ~20 hours per week for 6 months Strong communicator: you are comfortable approaching busy people, asking questions until things actually add up, and summarizin