Customer Experience Analyst Intern

About the Job

As a key growth accelerator, A11 partners with Europe’s most ambitious startups and scaleups, corporates, and SMBs to connect them with top-tier talent ready to make an impact.

We’re looking for a motivated Customer Experience Analyst Intern (m/f/d) to join and support the Customer Experience team at one of our Ecosystem Companies.

As a Customer Experience Analyst Intern, you’ll support the post-sales customer journey for the DACH market, helping to improve customer experience, optimize operational processes, and contribute to increasing customer lifetime value.

Join the A11 Ecosystem – A next-generation supply chain platform, the company is redefining how one of the world’s largest industries sources, distributes, and finances materials. Engineered to unlock the full potential of global trade, it harnesses agentic AI and workflow automation to provide seamless, high-efficiency access to premium materials at scale. Since its commercial rollout, the platform has fueled exponential growth, optimizing procurement for thousands of businesses while setting new benchmarks for speed, transparency, and efficiency. Its competitive edge lies in full digitization and AI-driven supply chain management automation, eliminating inefficiencies and creating a direct, intelligent bridge between suppliers and buyers. With a team of 80+ FTEs across Europe (Berlin HQ), China, and India, the company is rapidly scaling toward profitability, driving triple-digit million GMV, and setting new industry standards in autonomous, AI-powered supply chain orchestration.

In this role, you’ll:

• Architect and implement a best-in-class post-sales strategy for the DACH market, serving as the expert for all customer-related initiatives and elevating customer lifetime value
• Proactively identify and resolve complex customer challenges, utilizing creative problem-solving to ensure customer satisfaction while leveraging insights to drive improvements
• Design, champion, and operationalize highly scalable processes that enhance customer experience, working in tandem with other internal teams to ensure operational excellence
• Manage end-to-end post-sales journeys, including onboarding, claims handling, and delivery issues, to ensure the successful resolution of customer queries, whether large or small
• Drive critical cross-functional alignment with Tech, Logistics, and other departments, ensuring customer insights directly inform roadmaps
• Execute high-touch, multi-channel communication, engaging directly with customers via phone and email to resolve inquiries and provide a premium support experience

Your Profile: 

• Enrolled in a university or recently graduated and looking to gain work experience in a fast-paced, venture-backed environment (minimum 6 months)
• Deeply curious and passionately aligned with the vision of hyper-growth startups, eager to contribute to scaling
• Motivated and passionate about new ideas, with a creative, solution-oriented mindset
• Excellent analytical and communication skills in German and English
• C1 German is required for this role
• Hands-on and execution-driven, ready to shape outcomes in a fast-paced environment
• Ready to make a significant impact on the customer success architecture and contribute directly to the company's mission in the DACH market

Please note that this position is based in Berlin. 

Benefits and Perks:

• Fulfil a role with entrepreneurial freedom and take a pre-validated business model to the next level
• Join an experienced founding team of serial and 2nd-time founders
• Attractive base and bonus compensation program
• Collaborate with top-tier investors and angels (incl. various unicorn founders) as well as leading market experts

If you’re eager to join the A11 Ecosystem and shape what’s next, we want to hear from you!

Our Commitment to Diversity and Inclusion

A11 is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.