About the Role
<p style="min-height:1.5em"><strong>What is working at Bettermile like?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">🌟 We have a very supportive and appreciative working environment with a lot of autonomy, a flat hierarchy, and professional growth possibilities</p></li><li><p style="min-height:1.5em">🌍 We mean diversity and we put it in numbers: 40 languages, 40 nationalities, 40% women (vs. averagely 26% in tech industry), and yes, we do have Schlager-Fans among us</p></li><li><p style="min-height:1.5em">🚀 You can quickly take on responsibility without feeling left alone. Your team is always at your side</p></li><li><p style="min-height:1.5em">🎨 We mean it when we say “cutting edge” and have a high level of creative freedom in our everyday work</p></li><li><p style="min-height:1.5em">🏢 We work in a hybrid mode with weekly team days for better collaboration and nurturing interpersonal connections. When onsite - we work in a modern kid & pet-friendly Better Space in the heart of Berlin-Kreuzberg</p></li><li><p style="min-height:1.5em">✈️ Remote work from anywhere for up to 12 weeks in total in a year</p></li><li><p style="min-height:1.5em">🛌 Enjoy 27 vacation days (with a 5-day week model)</p></li><li><p style="min-height:1.5em">🍎 Regular team breakfasts, fitness & wellness classes, company runs, and other events. Fruits, snacks, drinks, and coffee with a variety of milk are a given - but yes, we have them</p></li><li><p style="min-height:1.5em">💡 Outstanding flexibility we are proud of and, of course, the best colleagues in the world!</p></li></ul><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>About the User Insights & Support Team:</strong></p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em">Our team is like a navigation system for the successful experience of our users.</p><p style="min-height:1.5em">We don't just improve performance. We consider individual needs to provide customized training and resources tailored specifically to our clients. Interaction is at the heart of what we do. We look forward to answering questions and getting to the bottom of uncertainties.</p><p style="min-height:1.5em">We are proud to have an open door for feedback, because our customers' opinions drive change and improvement. We have a few pre-defined solutions, because we believe that every path should be unique.</p><p style="min-height:1.5em">The UsIS team is more than ‘just’ support. We are comrades-in-arms, believing in the vision and encouraging each other to take each step with confidence.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em"><strong>You will be taking care of</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Splitting your time between AI and automation projects (75%) and hands-on support (25%), working closely with our support and product teams.</p></li><li><p style="min-height:1.5em">Maintaining and expanding the internal knowledge base for Fin, the AI agent that answers our customers’ questions in Intercom, our customer support platform. You’ll write and update articles, get facts verified by product owners, and keep content up to date.</p></li><li><p style="min-height:1.5em">Reviewing real Fin conversations to spot failure patterns like wrong answers, missing content, or dead ends, fixing the root cause, and testing every change in Fin Operator or Betterbot before it goes live.</p></li><li><p style="min-height:1.5em">Owning Fin’s escalation, routing, and automation logic, and implementing changes when the team wants the bot to behave differently.</p></li><li><p style="min-height:1.5em">Helping our users directly by answering support requests, keeping you close to real customer questions and giving you firsthand insight into where Fin can improve.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>You check these boxes</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You’re an enrolled student based in Berlin, available for around 20 hours per week.</p></li><li><p style="min-height:1.5em">You have hands-on experience building workflows in n8n, Make, Zapier, or similar. Uni projects and side projects count too!</p></li><li><p style="min-height:1.5em">You have a working understanding of how LLMs behave and where they tend to go wrong.</p></li><li><p style="min-height:1.5em">You have an eye for accuracy and like to get things right. Checking facts comes naturally to you, and you’d rather ask a question than make a guess.</p></li><li><p style="min-height:1.5em">You’re self-sufficient and enjoy taking ownership of your work, while staying open to ideas and feedback from your teammates. When something doesn’t work, you focus on finding a solution together.</p></li><li><p style="min-height:1.5em">You’re fluent in English, written