Member Services Associate (m/f/d)

Overview

Travelzoo is hiring a Member Services Associate. This position is based in our Berlin office. The role will report directly into the Head of Customer Service.

Responsibilities

• 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

Qualifications

• 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) – this is a must‑have requirement for the position
• Proficient in Microsoft Excel and Power BI

Benefits

• 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!