Member Services Associate

Travelzoo; Berlin; On-site; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Travelzoo Experience

Employee awards

Flat hierarchies

Competitive compensation & benefits

Job summary

Travelzoo is seeking a Member Services Associate (m/f/d) for our Berlin office. You will report to the Head of Member Services and act as the primary contact for client relationships in German.

Responsibilities include resolving service issues, partnering with Sales/Production on travel offers, handling billing discrepancies, and driving QA initiatives. You will prepare member insights, review center performance, and explore new tools to improve efficiency.

Qualifications

• 3–5+ years of progressive experience in customer service, client success, account management, or service operations.
• Primary contact for client relationship management.
• Ability to translate service communications for German-speaking members.
• Strong organizational, analytical and problem-solving abilities.
• Fluent in German (written & oral).
• Proficient in Excel and Power BI.

Responsibilities

• Lead investigations of service issues, negotiate client solutions, and design systemic fixes to prevent recurrence.
• Partner with Sales and Production to resolve operational issues related to travel offers, including deal structure, disclosure accuracy, fulfillment, and communications.
• Manage billing disputes, payment reconciliations, and invoicing discrepancies.
• Lead and administer the quality assurance programme across front line and escalation teams, setting quality standards and accountability.
• Conduct structured performance audits of service team operations to verify policy and process compliance; identify gaps and implement action plans.
• Produce regular member and client insights reports and contact centre performance reviews; translate data into actionable recommendations.
• Evaluate and champion new agent tools, workflow automation, and client portal enhancements to improve user experience and efficiency.

Skills

Customer service

German language

Analytical skills

Independent judgment

Communication skills

Microsoft Excel

Power BI

Education

Bachelor's degree

Tools

Microsoft Excel

Power BI

Job description

Travelzoo is hiring a Member Services Associate (m/f/d). This position is based in our Berlin office. This position will report directly into the Head of Member Services.

Do you feel…

• Skilled in escalating service issue resolution: lead investigations, negotiate client solutions, and design systemic fixes to prevent recurrence
• Confident to partner with Sales and Production teams to resolve operational issues related to travel offers, including deal structure, disclosure accuracy, fulfillment, and communications
• Driven to manage and resolve client billing disputes, payment reconciliations, and invoicing discrepancies
• Keen to lead and administer the quality assurance programme across front line and escalations service teams, setting quality standards and driving performance accountability
• Able to conduct structured performance audits of service team operations to verify policy and process compliance; identify gaps and implement action plans
• Eager to produce regular member and client insights reports and contact centre performance reviews; translate data into actionable recommendations that enhance the member journey and agent effectiveness
• Motivated to evaluate and champion new agent tools, workflow automation, and client portal enhancements that improve the user experience and operational efficiency

You are ideally...

• A degree educated professional with 3–5+ years of progressive experience in customer service, client success, account management, or service operations
• Experienced in serving as the primary contact for client relationship management
• Able to translate customer service content and communications for German-speaking members, including templates, correspondence, and support materials
• Highly organized, possess strong analytical and problem-solving skills
• A confident communicator who can exercise independent judgment and decision-making
• Fluent in German (written & oral) - please note this is a must-have requirement for the position.
• Proficient in Microsoft Excel and Power BI

What’s in it for you…

• Broaden your horizon by working with a global team and potentially in a different country
• Experience one of our travel deals first-hand each year, with additional vacation days and a travel budget – we call it the Travelzoo Experience
• We recognize your achievements with our employee awards
• Enjoy working like an entrepreneur? Our flat hierarchies will provide you with this opportunity
• We offer competitive compensation and benefit packages

If you are excited about this opportunity and feel intrigued by our values of "leading by example", "warm heart", "cool head" and "working hands", then we would like to get to know you!